Experienced Call Center Customer Service Manager – Leadership Role in Over-the-Counter Health Solutions, ExtraCare, and ExtraCare Plus Lines of Business at arenaflex

Introduction to arenaflex At arenaflex, we are driven by a single, clear purpose: to bring our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Our brand, with heart at its center, sends a personal message that how we deliver our services is just as important as what we deliver. We are looking for a talented and experienced Call Center Customer Service Manager to join our team and play a pivotal role in the operational success of our Over-the-Counter Health Solutions, ExtraCare, and ExtraCare Plus lines of business. Job Summary As a Call Center Customer Service Manager at arenaflex, you will have the opportunity to make a large impact in your next role. You will lead a team of front-line supervisors and dedicated agents, managing performance, resolving colleague relations issues, and ensuring the achievement of performance guarantees. Your leadership will directly contribute to the achievement of performance guarantees, service levels, and customer satisfaction. If you are passionate about developing others, driving results, and building high-performing teams, this is an exciting opportunity to make a substantial impact. Key Responsibilities The successful candidate will be responsible for the following: Team Leadership: Lead a team of front-line supervisors and dedicated agents, managing performance, resolving colleague relations issues, and ensuring the achievement of performance guarantees. Colleague Engagement: Drive colleague engagement initiatives to create a positive work environment, support leadership and colleague development, and foster a collaborative environment where cross-functional teams work together to achieve common goals. Issue Resolution: Act as the point of contact for escalated customer issues that require managerial intervention, conduct thorough investigations, and collaborate with relevant departments to provide swift and effective resolutions. Operational Excellence: Oversee the operational execution of Over-the-Counter Health Solutions, ExtraCare, and ExtraCare Plus, monitor and coach supervisors in quality, productivity, and overall work performance, and regularly review existing processes and procedures related to customer interactions to identify areas for improvement. Training and Development: Collaborate with the training team to develop and implement training programs that equip colleagues with the most up-to-date information, ensure ongoing training sessions to keep colleagues informed about changes in products, services, and procedures, and conduct regular assessments to identify new hire, refresher, and continuous learning training needs. Cross-Functional Collaboration: Work closely with other departments, including Digital, IT, Workforce Management, Training, Knowledge & Quality, and Product Owners to implement and communicate process improvements, and collaborate with Vendor Management and third-party vendors to achieve and maintain performance goals. Essential Qualifications The ideal candidate will have: 3+ years of exceptional leadership and collaboration skills. 3+ years of proven experience in a managerial role leading other People Leaders, preferably within a customer service or retail environment. 3+ years of experience in customer service operations. 3+ years of demonstrated leadership experience in managing Contact Center operations on a large scale in a highly competitive multi-unit environment. 3+ years of experience managing multiple priorities to completion, solving complex problems within an operational environment, and identifying and driving cost efficiencies. Ability to travel up to 25%. Preferred Qualifications The following qualifications are preferred: Expertise in Healthcare, Medicare, Managed Care Organizations, or Customer Service. Experience working with third-party BPO vendors. Previous demonstrated experience in managing a geographically and functionally diverse team. Excellent supervisory skills, including customer service skills. Strategic thinker with a focus on continuous improvement. Excellent time management and organizational skills. Communication and leadership skills in leading and motivating a growing and changing service operation. Strong quantitative/analytical skills and project management skills. Strong verbal and written communication skills and ability to communicate with all levels of the organization. Experience adapting to change, performing critical analysis, planning, organizing, and evaluating effectively. Experience with sharing performance feedback to employees. Proficiency in Windows and MS Office Suite. Bilingual in Spanish. Education A Bachelor's degree and/or equivalent experience in Business, Management, or a related field is required. A Master's degree is preferred. Compensation and Benefits The typical pay range for this role is $54,300.00 - $145,860.00. This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors, including experience, education, geography, and other relevant factors. This position is eligible for an arenaflex bonus, commission, or short-term incentive program in addition to the base pay range listed above. In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. arenaflex offers a full range of medical, dental, and vision benefits, as well as a 401(k) retirement savings plan, an Employee Stock Purchase Plan, and numerous well-being programs, education assistance, free development courses, a store discount, and discount programs with participating partners. As for time off, arenaflex employees enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year. Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our employees. As a Call Center Customer Service Manager, you will have access to a range of training and development programs, including leadership development, customer service skills, and operational excellence. You will also have the opportunity to work with a talented and experienced team, and to contribute to the development of new processes and procedures that will help to drive the success of our business. Work Environment and Company Culture arenaflex is a dynamic and fast-paced organization that is committed to delivering exceptional customer service and driving business results. Our company culture is built around our core values of heart, innovation, and excellence, and we are looking for employees who share these values and are passionate about making a difference. As a Call Center Customer Service Manager, you will be part of a team that is dedicated to providing exceptional customer service and driving business results, and you will have the opportunity to contribute to the development of new processes and procedures that will help to drive the success of our business. Conclusion If you are a motivated and experienced customer service professional who is looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Call Center Customer Service Manager at arenaflex, you will have the opportunity to make a real difference in the lives of our customers, and to contribute to the success of our business. Don't miss out on this opportunity to join a dynamic and fast-paced organization that is committed to delivering exceptional customer service and driving business results. Apply today! Apply for this job