Job Description
Join arenaflex, a leading organization in the healthcare industry, as we seek an experienced Customer Operations Manager to oversee the Federal Government Programs Call Center, Correspondence, Grievance and Appeals, and IVR teams. This is a unique opportunity to make a meaningful impact on the lives of millions of people while working in a dynamic and collaborative environment. **About arenaflex** arenaflex is a forward-thinking organization that has been dedicated to safeguarding the health and financial stability of our employees and their loved ones for over 68 years. We are committed to building equitable programs that offer opportunities for advancement, create meaningful connections, and improve the lives of our employees and their families. Our values of trust, service, excellence, and innovation drive everything we do, and we are passionate about creating a workplace that is both stable and balanced. **Job Summary** As a key member of the Customer Operations leadership team, the Customer Operations Manager plays a critical role in overseeing the Federal Government Programs Call Center, Correspondence, Grievance and Appeals, and IVR teams. This position focuses on managing daily operations, driving strategic goals, and ensuring service excellence by meeting or exceeding key performance indicators (KPIs). The role also involves identifying opportunities to enhance processes and customer experiences, mentoring and developing team members, and fostering a customer-centric culture. **Responsibilities** * Coordinates staff activities of the inbound contact center through supervisors, including setting goals, planning workloads, resolving issues, and coaching and developing the team. * Participates as a member of the contact center team to identify and adopt production, quality, performance/service and regulatory compliance changes in various states. * Ensures system enhancements are implemented to meet new business or regulatory compliance requirements and to improve operating efficiency. * Works collaboratively with internal training teams to develop written training materials and coordinate training. * Develops, monitors and reconciles an annual operating plan, budget, and staffing. * Analyzes KPI's, systems and processes to identify trends or issues and make recommendations for better customer and employee experience. * Coordinates new project activities through planning with other managers and supervisors to ensure that objectives are accomplished in a timely and cost-effective manner. * Collaborates cross-functionally with other departments regarding policies and procedures, claim processing, and inquiry resolutions. * Acts as the key point of contact for responding or presenting to internal and external auditors. * Keeps informed of upcoming technology and industry changes and understands the impacts to the department at a high level to communicate needs to business partners and leaders. **Qualifications** * 8+ years' experience in a contact center environment with 3-5+ years supervisory/management; HS diploma/GED required. * Strong leadership skills. * Strong initiative and demonstrated organizational, time management, and project management skills with the ability to maintain attention to detail. * Excellent verbal, written, and interpersonal communication skills to convey priorities and information to a wide range of audiences. * Analytic and problem-solving abilities. * Strong knowledge and application of English grammar, composition, editing and proofreading skills. * Working knowledge of Contact Center concepts, telecommunication technology, and contact center business systems. * Negotiation and dispute resolution skills. **Essential Skills and Competencies** * Strong leadership and management skills with the ability to motivate and develop team members. * Excellent communication and interpersonal skills with the ability to work effectively with internal and external stakeholders. * Strong analytical and problem-solving skills with the ability to identify trends and make recommendations for improvement. * Ability to work in a fast-paced environment with multiple priorities and deadlines. * Strong initiative and demonstrated organizational, time management, and project management skills. * Ability to maintain attention to detail and ensure accuracy and quality in all work products. **Career Growth Opportunities and Learning Benefits** * arenaflex is committed to the growth and development of our employees, and we offer a range of training and development opportunities to help you achieve your career goals. * Our comprehensive training program includes on-the-job training, classroom training, and online training to ensure that you have the skills and knowledge you need to succeed in your role. * We also offer opportunities for advancement and career growth, with many of our employees moving into leadership roles within the company. **Work Environment and Company Culture** * arenaflex is a dynamic and collaborative work environment that values diversity, equity, and inclusion. * We are committed to creating a workplace that is both stable and balanced, with a focus on work-life balance and employee well-being. * Our company culture is built on the values of trust, service, excellence, and innovation, and we are passionate about creating a workplace that is both fun and rewarding. **Compensation, Perks, and Benefits** * arenaflex offers a comprehensive compensation package that includes a competitive salary, benefits, and perks. * Our benefits package includes medical, dental, and vision coverage, as well as a 401(k) plan with robust matching and non-matching contributions. * We also offer a range of perks, including flexible work arrangements, paid time off, and a generous paid holiday program. **How to Apply** If you are a motivated and experienced professional who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you! **Equal Opportunity Employer** arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to building a workplace that is both inclusive and equitable, and we strive to create a work environment that values diversity, equity, and inclusion. **Note** arenaflex is unable to hire individuals residing in Alaska, North Dakota, Nebraska, Hawaii, Oklahoma, Vermont, Maine, West Virginia, New Hampshire, Wyoming, Puerto Rico, District of Columbia (Washington D.C.) or other US Territories at this time. Proof of eligibility to work in the United States must be provided if selected for hire. Apply for this job