Assistant Service Center Manager

Description

Position
Summary:

The Assistant Benefit Service Center Manager supports the planning, setup, and daily operations of Employee Family Protection’s telephonic Benefit Service Center. This role assists with call center infrastructure, staffing, scheduling, technology, quality assurance, and reporting to ensure efficient, compliant, and high-quality service delivery during enrollment and ongoing service periods. The Assistant Manager partners closely with the Benefit Service Center Manager, Enrollment Services, Implementation, IT, and Sales teams to support operational readiness, continuous improvement, and superior customer service experiences.

All employees of the Company are required to comply with the terms, conditions, and obligations set forth in the Data Privacy and Security Manual and associated data privacy and security policies as a condition of continued employment.

1.
Call Center Setup & Infrastructure:
Assist in building and maintaining call center operations, including securing workspace, phone systems, hardware, internet access, furniture, and ensuring clean, safe, and functional working conditions. Manage technology inventory including computers, remote equipment, and accessories.

2.
Staffing & Scheduling Support:
Assist in developing and managing call center schedules to ensure coverage during required operating hours, including evenings and weekends as needed. Supervise staff schedules, case assignments, and daily coverage during enrollment and service periods.

3.
Operational & Enrollment Support:

Manage call center staff during enrollment events. Participate in transition and implementation meetings to support case setup, staffing needs, and service readiness.

4.
Technology & Systems Management:
Assist in managing call center software, toll-free numbers, call queues, and skill assignments. Serve as liaison with vendors and partners, including Security Mutual Life, related to call center devices and tablets.

5.
Quality Assurance & Compliance:

Monitor inbound and outbound calls to ensure quality standards, compliance, and service expectations are met. Document quality issues and performance measures and provide feedback to staff and leadership. Support oversight of licensing compliance and enrollment processes.

6.
Metrics, Reporting & Analysis:
Develop, monitor, and report call center metrics including call volume, average handle time, wait time, abandonment rate, calls per enroller, and team performance. Prepare regular reports for management and assist with operational budget tracking.

7.
Training & Development:
Assist in developing and coordinating non-product training protocols for call center processes. Participate in staff training, coaching, and continuous education initiatives. Actively participate in case, enrollment, product, and systems training.

8.
Process Improvement & Contingency Planning:
Identify operational efficiencies and opportunities for improvement related to technology, workflow, and staffing. Assist in developing contingency plans for system outages or loss of access.

9.
Cross-Functional Coordination:
Coordinate efforts with the Implementation Team and develop working knowledge of EFP products, voluntary benefits, and internal tools including Salesnet, Concur, and EFPNOW
2. Provide implementation and case support as needed.

10.
Client & Internal Support:
Maintain positive working relationships with staff, clients, brokers, carriers, vendors, and internal teams. Support Sales with call center metrics and operational insights as requested.

11.
Other Duties:
Perform other tasks, projects, and responsibilities as assigned by the B Enrollment Services Manager or senior leadership.

College degree preferred.
Minimum of three (3) to five (5) years of relevant experience in a call center, service operations, quality assurance, or supervisory role.

Health and Life insurance license required within sixty (60) days of hire (company-sponsored licensing available).

? Insurance background and/or voluntary benefits experience preferred.
? Experience in call center operations, scheduling, quality assurance, or service supervision.
? Working knowledge of call center software and telephony platforms.
? Strong organizational, analytical, and problem-solving skills with attention to detail.
? Ability to manage multiple priorities in a fast-paced, changing environment.
? Excellent written, verbal, and interpersonal communication skills.
? Strong computer skills including Microsoft Word, Excel, Outlook, Office
365, SharePoint, databases, and web-based contact management systems.
? Ability to maintain confidentiality and exercise discretion and independent judgment.
? Bilingual skills a plus.