Manager Customer Service (Remote) Delaware

at  Highmark Inc

JOB SUMMARY

This job manages staff to produce high quality work output and throughput and selects, develops and continuously coaches staff to the highest levels of performance. The incumbent motivates and builds the team through the creation of a work environment and conditions that contribute to highest levels of performance; is responsible for the broad execution of work processes on work items across a functional process area to meet output levels and performance goals; supports strategic planning; is accountable for client relationships; and is the point of contact for external entities.

SKILLS

• In-depth knowledge of call center technologies and methods. Makes goals and performance expectations very clear and measurable and provide frequent feedback to the staff relative to those targets. Then praise and reward when performance is achieved or exceeded and execute corrective action, bringing staff to performance expectations
• In-depth understanding of the system in which that work is performed – the process, tools and the people – and be able to cost effectively produce the highest levels of high quality output and throughput. This includes knowing how the inputs and outputs of the process area they manage impacts upstream and downstream processes

POSITION TYPE

Office-based
Teaches / trains others regularly
Occasionally
Travel regularly from the office to various work sites or from site-to-site
Rarely
Works primarily out-of-the office selling products/services (sales employees)
Never
Physical work site required
Yes
Lifting: up to 10 pounds
Constantly
Lifting: 10 to 25 pounds
Occasionally
Lifting: 25 to 50 pounds
Rarely
Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.
Compliance Requirement : This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.
As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy.
Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

• Communicate effectively.
• Provide staff with monthly coaching.
• Manage preparation and implementation of area objectives and ensure these are met in accordance with strategies.
• Ensure workload standards are met through efficient utilization of staff in collaboration and support of the Command Center, regular audits of relevant systems as well as up to date statistics and reports.
• Evaluate trends, customer feedback, and business initiatives and changes and ensure appropriate planning, training, and allocation of resources to successfully achieve desired performance objectives
• Analyze issues specific to the area and create business cases to support recommendations on further development of the current processes, procedures and staffing.
• Daily and ongoing monitoring, observing and evaluating various work processes and individual skills applied in the work place to achieve optimum performance and model behavior.
• Other duties as assigned or requested.