Experienced Customer Service Manager – Call Center Operations (Fully Remote) at arenaflex

Are you a seasoned call center professional with a passion for driving performance improvements, fostering team development, and delivering exceptional customer service? Do you have a deep understanding of Amazon Connect and experience managing a call center team? If so, we encourage you to apply for the Customer Service Manager role at arenaflex, a fast-growing health insurance organization dedicated to providing high-quality, affordable healthcare to everyone.

About arenaflex

arenaflex is a dynamic and innovative company that offers an employer-sponsored group health insurance solution called arenaflex Health. Our mission is to make healthcare accessible and affordable for all, and we're committed to delivering exceptional customer experiences to our clients and customers. As a Customer Service Manager at arenaflex, you'll play a critical role in driving our call center operations and ensuring that our customers receive the highest level of service and support.

Responsibilities

As a Customer Service Manager at arenaflex, you'll be responsible for the day-to-day operations of our call center, with a focus on call metrics, quality assurance, call handling, and scheduling. Your key responsibilities will include:

• Reporting directly to the VP of Client Experience and overseeing the daily operations of the call center
• Developing and executing strategies to enhance call center efficiency and performance
• Ensuring customer interactions are handled promptly and professionally
• Monitoring and analyzing call center metrics, identifying opportunities for improvement
• Recruiting, training, and mentoring call center agents to build a high-performing team
• Motivating, engaging, and supporting the call center staff to drive results
• Managing the call center budget and optimizing resources effectively
• Leveraging Amazon Connect to streamline call routing, customer engagement, and reporting processes
• Collaborating with the VP of Client Experience to ensure the proper configuration and utilization of Amazon Connect to meet business needs and optimize call handling
• Troubleshooting and resolving any issues related to Amazon Connect, collaborating with IT and AWS support as needed
• Staying informed on the latest Amazon Connect features and functionality for optimal use
• Collaborating with other departments to ensure a seamless and consistent customer experience
• Performing other duties as assigned by your manager

Requirements

To be successful in this role, you'll need to have:

• 5 years of experience in a call center management role, preferably within the health insurance industry
• Expert knowledge of Amazon Connect
• Experience working in a remote environment and managing a remote team
• Strong leadership skills with the ability to inspire, mentor, and drive performance improvements across diverse teams
• Ability to work independently and as part of a team
• Proven track record of success in managing and improving call center operations
• Experience working in a fast-paced, high-functioning environment
• Excellent communication, organizational, and problem-solving abilities to address challenges and enhance operations

Physical Requirements

As a Customer Service Manager at arenaflex, you'll spend most of your time working on a computer and communicating with customers and team members. Your physical requirements will include:

• Prolonged periods sitting at a desk and working on a computer per day
• Repetitive use of fingers, hands, elbows, and arms, including typing, reaching, grasping, and writing
• Ability to lift, carry, push, pull, and carry 5-30 pounds occasionally
• Hearing and speaking ability sufficient to carry on a conversation with another individual (or groups of individuals) in person and over the telephone
• Visual ability sufficient to read and produce printed material and information displayed on a computer screen

Perks and Compensation

As a valued member of the arenaflex team, you'll enjoy a range of benefits and perks, including:

• Full-time / Exempt position
• Salary Range: $75,000 to $80,000
• Travel: 5%
• Internet Reimbursement
• Cellular Reimbursement
• Fully Remote / Work from the comfort of your home!
• 401(k) plan participation with employer-matched contributions
• Full medical, dental, and vision benefits with 100% employer-paid premiums after the introductory period is met

Equal Employment Opportunity

arenaflex provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

How to Apply

If you're a motivated and experienced call center professional looking for a new challenge, we encourage you to apply for the Customer Service Manager role at arenaflex. Please visit our website to submit your application and join our team of dedicated professionals who are passionate about delivering exceptional customer experiences. Apply Now! Apply for this job