Director, Customer Service
Company Name:
ValueOptions, Inc., a Beacon Health Options company
ValueOptions, Inc., a Beacon Health Options company
Director, Customer Service
ValueOptions is proud to be an Equal Opportunity and Affirmative Action Employer as well as a Drug Free and Tobacco Free Work Environment. EOE/AA/M/F/Veterans/Disabled.
Position Location: NJ - Roseland
AAP Reporting Location: NJ - Roseland
ID: 32953
Job Family: Customer Service
Functional Area: CUSTOMER SERVICE
FTE Status: Full time
Scheduled Weekly Work Hrs: 40
Workday Schedule: Weekdays Only
Workday Start Time: 8am
Workday End Time: 5pm
Variable Work Schedule:
ABOUT THE POSITION
We are currently seeking a dynamic Director, Member and Provider Services to join our team at our office in Roseland, NJ. The Director will be responsible for call center operations, which will include client relations may include management of a variety of functions. The focus of the Director is strategic and tactical, specific to the delivery of call center operations encompassing all resources and processes, personnel, equipment and technology.
Position
Responsibilities:
Build an effective management team to meet or exceed the expectation of our customer. Develop and maintain an environment that encourages personal involvement in planning, communications, coaching and development of employees, sharing responsibilities and accountabilities to ensure effective contribution to corporate goals and objectives.
Through effective communication, planning and partnership with the client, ensure accurate and effective protocols related to the routing of calls.
Provide oversight to the supervision of personnel, which includes work allocations, make recommendations for personnel actions and approve motivational plans and/or programs for individual development in order to operate at peak productivity.
Develop and maintain cohesive working relationships with key client management as well as support areas of ValueOptions to establish effective problem resolution and process improvement toward the achievement of exceptional service.
Ensure there are effective call center performance management systems in place for measuring, analyzing and aligning to continuously improve overall performance levels in all areas of the operation.
Ensure through process management, key processes are examined for quality, cycle time and cost control.
In partnership with Corporate IT, perform research and analysis on new technology opportunities, systematic enhancements and other efficiency/effectiveness related possibilities toward the goal of delivering every improving service.
Ensure employee education and training as well as quality audit programs are in place to support the service operation's objectives, including building employee knowledge, skills and capabilities required to perform in their job function that will contribute to improved performance and member satisfaction.
Prepare and implement corrective action plans if contractual requirements are not met
Perform strategic planning, development and communication with Service Center VP's and Senior Leadership as related to corporate goals and objectives.
Provide information used in annual budget planning activities and effectively manage the cost of operations to the budget throughout the year.
Participate in work groups to lead or assist with project management and where there is a need; maintain detailed work plans for specific projects.
Position Requirements:
Education : Must have an undergraduate degree from an accredited college or university with an advanced degree highly desirable.
Licensure : N/A
Relevant Work
Experience: Must have managed a complex organization of similar or larger size. Healthcare insurance experience preferred. Must have 3-5 years call center management experience.
Knowledge, Skills & Abilities :
Extensive knowledge and understanding of business systems that include test protocols, client service and mainframe applications as well as computer literacy, experience with telephone technology (ACD, IVR, CTI, etc) and management information systems are required.
Incumbent must have knowledge and understanding of fiscal management principals.
Excellent written and verbal skills required
Strong customer service orientation, organizational skills and time management skills needed.
Strong leadership/team building ability required
PI91498839Estimated Salary: $20 to $28 per hour based on qualifications.
ValueOptions, Inc., a Beacon Health Options company
ValueOptions, Inc., a Beacon Health Options company
Director, Customer Service
ValueOptions is proud to be an Equal Opportunity and Affirmative Action Employer as well as a Drug Free and Tobacco Free Work Environment. EOE/AA/M/F/Veterans/Disabled.
Position Location: NJ - Roseland
AAP Reporting Location: NJ - Roseland
ID: 32953
Job Family: Customer Service
Functional Area: CUSTOMER SERVICE
FTE Status: Full time
Scheduled Weekly Work Hrs: 40
Workday Schedule: Weekdays Only
Workday Start Time: 8am
Workday End Time: 5pm
Variable Work Schedule:
ABOUT THE POSITION
We are currently seeking a dynamic Director, Member and Provider Services to join our team at our office in Roseland, NJ. The Director will be responsible for call center operations, which will include client relations may include management of a variety of functions. The focus of the Director is strategic and tactical, specific to the delivery of call center operations encompassing all resources and processes, personnel, equipment and technology.
Position
Responsibilities:
Build an effective management team to meet or exceed the expectation of our customer. Develop and maintain an environment that encourages personal involvement in planning, communications, coaching and development of employees, sharing responsibilities and accountabilities to ensure effective contribution to corporate goals and objectives.
Through effective communication, planning and partnership with the client, ensure accurate and effective protocols related to the routing of calls.
Provide oversight to the supervision of personnel, which includes work allocations, make recommendations for personnel actions and approve motivational plans and/or programs for individual development in order to operate at peak productivity.
Develop and maintain cohesive working relationships with key client management as well as support areas of ValueOptions to establish effective problem resolution and process improvement toward the achievement of exceptional service.
Ensure there are effective call center performance management systems in place for measuring, analyzing and aligning to continuously improve overall performance levels in all areas of the operation.
Ensure through process management, key processes are examined for quality, cycle time and cost control.
In partnership with Corporate IT, perform research and analysis on new technology opportunities, systematic enhancements and other efficiency/effectiveness related possibilities toward the goal of delivering every improving service.
Ensure employee education and training as well as quality audit programs are in place to support the service operation's objectives, including building employee knowledge, skills and capabilities required to perform in their job function that will contribute to improved performance and member satisfaction.
Prepare and implement corrective action plans if contractual requirements are not met
Perform strategic planning, development and communication with Service Center VP's and Senior Leadership as related to corporate goals and objectives.
Provide information used in annual budget planning activities and effectively manage the cost of operations to the budget throughout the year.
Participate in work groups to lead or assist with project management and where there is a need; maintain detailed work plans for specific projects.
Position Requirements:
Education : Must have an undergraduate degree from an accredited college or university with an advanced degree highly desirable.
Licensure : N/A
Relevant Work
Experience: Must have managed a complex organization of similar or larger size. Healthcare insurance experience preferred. Must have 3-5 years call center management experience.
Knowledge, Skills & Abilities :
Extensive knowledge and understanding of business systems that include test protocols, client service and mainframe applications as well as computer literacy, experience with telephone technology (ACD, IVR, CTI, etc) and management information systems are required.
Incumbent must have knowledge and understanding of fiscal management principals.
Excellent written and verbal skills required
Strong customer service orientation, organizational skills and time management skills needed.
Strong leadership/team building ability required
PI91498839Estimated Salary: $20 to $28 per hour based on qualifications.
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