Service Center Team Manager

Job Summary

The Client Services Team Manager provides direct oversight and supervision of the day‑to‑day operations of one or more of the following teams: inbound call center, direct bill, report generation, and document control (mail processing, claims scanning, document imaging and indexing).

• Analyzes operational workflow to ensure quality, quantity, and efficiency standards are met or exceeded.
• Assists and advises staff members in resolving problems and issues that arise with internal and external customers.
• Interacts with project team on a regular basis to determine needs or problems and provide appropriate, feasible solutions.
• Establishes, builds, and maintains positive working relationships to ensure that all data is processed according to policy.
• Designs, implements, and monitors reports and communications on a regular basis.
• Participates in the development, implementation and improvement of departmental policies and procedures.
• Develops, monitors, and adjusts as necessary, quality processes to provide performance measurement standards for individuals and the department.
• Provides feedback and coaching via regular one‑on‑one meetings.
• Conducts formal performance appraisals and appropriate disciplinary action in a timely manner in accordance with company Human Resources policies and procedures.
• Ensures that the team maintains a thorough understanding of the client’s plans and benefit regulations by periodically testing their knowledge.
• Provides team development activities; motivates the team to ensure high morale and service.
• Monitors and develops programs to enhance employee recognition and career development for individuals on the team.
• Maintains a high level of professionalism and sense of urgency to ensure client and participant expectations are consistently met.
• Completes and reports to the management team the results of quality measurements, phone statistics, customer usage, service trends and customer feedback as defined (daily, weekly, monthly, quarterly, etc.).
• Assists with recruitment, hiring and training of new employees and ongoing training and support for the team(s).
• Participates in client implementation planning, documentation, support, and team training.
• Ensures adequate phone coverage to meet client service level agreements.
• Monitors and coordinates department functions to meet deadlines required by customers and operations.
• Trains CSRs on case management and related systems.
• Ensures data integrity with proper use of case management and other tools.
• Monitors the telecommunication services, email, web chat, and fax requirements to allow for full support of customer service deliverables.
• Ensures compliance with Federal, State and Local laws.
• Accepts and resolves escalated customer service problems and calls from clients.
• Develops and implements action plans to improve ongoing customer service delivery for specified clients.
• Participates in customer tours and assists with internal audits and special projects, as requested.
• Other duties as assigned.

• Successful candidates must demonstrate a strong customer service focus with previous inbound call center experience preferred.
• Strong analytical skills.
• Positive, helpful approach to problem solving.
• Excellent listening and probing skills.
• Above average keyboarding skills.
• Excellent attendance and punctuality are essential.
• Must be available to work an 8‑hour shift anytime between 7:00 a.m. – 7:00 p.m., Monday through Friday.
• Strong attention to detail and accuracy.
• Good organizational skills.
• Ability to be flexible and work under pressure to meet strict deadlines in a team environment.
• Strong interpersonal skills suitable for interacting with various departments.
• Ability to read, write and verbally communicate effectively in English.
• Ability to carry out assigned projects to their completion; ability to establish and maintain effective working relationships with co‑workers, customers, prospective customers and vendors; ability to maintain confidential and sensitive information; ability to understand and follow instructions.
• Self‑starter and team motivator with excellent organizational and time management skills.
• Fast…