Customer Service Manager - BPO Vendor Management

October 21

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Description

• Customer Service Manager, BPO position focuses on leveraging co-sourcing partnerships. • Manage the performance of co-sourcing vendors through operational, quality, and resource management. • Deliver superior call center performance to meet member, customer, and provider expectations. • Guide and direct the activities of co-sourced teams for departmental goals.

Requirements

• 3 years’ experience managing or working in a leadership capacity with a co-sourcing vendor (BPO) strongly preferred. • Bachelor's degree with 5 years’ Customer Service/Call Center experience or equivalent. • 3 years’ experience within healthcare or dentalcare preferred. • Working knowledge of call center and operation metrics and reporting tools, scheduling, and staffing tools and quality control/call monitoring processes. • Advanced proficiency in Microsoft platform applications: Word, Excel, PowerPoint, MS Project, Outlook, SharePoint and Visio preferred. • Strong project management skills and techniques. • General knowledge of Internet and Intranet. • Strong interpersonal and communication skills. • Ability to manage multiple priorities and adapt to changing conditions. • Excellent analytical and problem-solving skills. • Ability to present to professionals -- clients, colleagues, senior leaders. • Excellent math capabilities including the ability to analyze and organize data. • Strong attention to detail. • Ability to make appropriate decisions. • Excellent organizational skills. • Excellent communication skills written, verbal and interpersonal. • Ability to work well with others at all levels of the organization. • Ability to work under pressure. • Ability to identify and escalate critical conditions. • Strong aptitude for learning new technology applications.

Benefits

• Excellent benefits and wellness programs to support mental, physical and financial well-being. • Generous vacation and sick time. • Market-leading paid family, parental and adoption leave. • Partially-paid sabbatical program. • Medical plans, company paid life and AD&D insurance. • Disability programs and more. • Retirement and Stock Purchase programs including 401(k) plan with employer-paid match.