Call Center Manager » EltasJobs

Marketing Statement

MetroPlus Health Plan provides the highest quality healthcare services to residents of Bronx, Brooklyn, Manhattan, Queens and Staten Island through a comprehensive list of products, including, but not limited to, New York State Medicaid Managed Care, Medicare, Child Health Plus, Exchange, Partnership in Care, MetroPlus Gold, Essential Plan, etc. As a wholly-owned subsidiary of NYC Health + Hospitals, the largest public health system in the United States, MetroPlus’ network includes over 27,000 primary care providers, specialists and participating clinics. For more than 30 years, MetroPlus has been committed to building strong relationships with its members and providers to enable New Yorkers to live their healthiest life.

Position Overview

The position will directly support the Call Center Director in overseeing all call center operations. The primary responsibility will be to provide adequate oversight and structure, as well as establish and implement effective initiatives to enhance the customer experience resulting in member satisfaction, retention and growth. The Managers focus would be on effectively meeting, sustaining and exceeding departmental goals and metrics related to high quality service and exceptional performance. The position will collaborate with the Director to coordinate strategic and result driven goals, implement them and follow through to improve the call center performance, increasing member retention and achieve set metrics with focus on first call resolution.

Job Description

Full delegated authority to act on behalf of the Director in his/her absence

Attend/represent Customer Services Department in all required internal/external meetings.

Assess service statistics and implement strategies to improve quality of service and productivity.

Work with Supervisors to set and communicate performance standards that are specific and measurable, and in support of the business’ mission.

Create effective customer service procedures, policies, and standards with focus in enhancing the customer experience and achieving first contact resolution.

Plan, prioritize and delegate work tasks to ensure proper functioning of the department and ensure timely completion.

Develop, maintain, and strengthen collaborative partnerships with others inside or outside the organization who can provide information, assistance, and support.

Liaise with company management to support and implement growth strategies

Identify and address staffing needs and coordinate training and coaching.

Supports Director in fostering a culture of excellence, growth and accountability.

Assists with being compliant with regulatory agency guidelines and standards; prepares and completes action plans

Other duties as assigned by the Call Center Director

Minimum Qualifications

Bachelor’s degree in Business Administration or relevant field.

A minimum of 5 years’ proven supervisory experience in a customer service.

Proficiency in Microsoft Office and customer service software.

Outstanding written and verbal communication skills.

Good understanding of management practices and techniques.

Excellent leadership and interpersonal skills.