Description
Project management for all client deliverables including Annual Enrollment, documentation, and internal and external meetings. Strong interaction with the client to monitor and resolve all issues. Conduct testing for system changes and prepare documentation. Complete overall service delivery for clients. Individual will be a point of contact for client representatives.Primary Position Objectives:
- Directs, monitors, and manages all outside vendors and internal resources that provide Customer Care services in what and how the Customer Care functions are delivered to the customer.
- Develops and implements processes and procedures that will ensure the quality delivery of all Customer Care functions as defined within the administrative agreements with Client Delivery clients.
- Quality assurance management oversight for both the insourced and outsourced model to ensure client satisfaction. Ensure 3rd party vendor relationships are aligned with Client Delivery and their clients.
Coordinates with internal and external resources to ensure that Client Delivery Customer Care is delivering a competitive offering that provides increased value to our client's customers. - Key contact for client customer care matters, both strategic and tactical in nature, conveying proactive subject matter expertise.
- Inbound Call Center activities to include quality assurance monitoring, call calibrations, customer care, delivery of all customer correspondence to the customer, adequate computer systems to deliver appropriate services to the customer and proper reporting on customer activities to the Client Delivery clients.
- Management activities, Problem Management Control procedures, Coordination of resources. Service level management adherence, Monitoring (with Call Center management), Set standards for monitoring with clients, Adherence to scripts, Quality of speech, phone etiquette, tone and pace, Use of system, Product Knowledge, Training (Train the trainer at Call Center), Product, System, Call Flow (with Call Center Management).
- Reporting (with Call Center Management) by Client Care Level report and by Client Dashboards, Review and critic daily call volume reports from call center. Call Center site Audit, perform site audits based on client contracts.
- Review system customer care functions and recommend improvements.
- Monitor customer care quality and timeliness goals.
- Project management.
- Implementations of projects.
- Customer Satisfaction.
- Develop effective methods to gain customer feedback on all aspects of customer care.
- Make recommendations for improvements and deploy the approved recommendations.
- Strategic Partnership Relationships.
- Maintain relationships with contracted third parties supporting Client Delivery Customer Care services.
- Monitor relationships to ensure quality services and competitive prices. Understand client contract obligations set forth by legal team to ensure compliance for services offered.
- Work with call centers, fulfillment, benefit processing and systems areas, to positively influence a course of action and to function in a Matrix management environment.
Education/Experience:
- Bachelor's degree or equivalent work experience in a call center environment.
- Experience in Customer Care and Training.
- Must have P&C License, preferably both P&C and Life & Health.
- Minimum of two years Licensed Experience.
- Experience working as a Project Leader.
- Should have experience in a Quality Analyst type role in past.
- Industry Experience.
- Strong project and client management skills.
- Strong analytical skills with attention to detail and quality assurance.
- Excellent oral and written communication skills.
- Candidate should be able to react quickly and appropriately to problems, communicate solutions effectively and ensure the highest quality of work.
- Must be self-motivated and a self-starter.
- Strong IT skills - SQL knowledge important.
- Computer programming experience a bonus.
- Strong PC skills, including MS Word, Excel, Microsoft Project and Microsoft Access are needed.