Wipro - Canfield, OH
posted 4 months ago
Wipro is seeking a Customer Service Manager to lead a team of Healthcare Call Representatives who handle inbound calls from members and providers regarding their medical, dental, and vision benefits. This role is crucial in ensuring that the team meets quality and adherence goals while providing exceptional service to clients. The Customer Service Manager will be responsible for monitoring call volume to ensure service level expectations are met, participating in client-facing meetings, and providing leadership feedback on areas of concern. The position requires a proactive approach to managing team performance and addressing any operational issues that arise. In this role, the Customer Service Manager will spend 20-30% of their day in client-facing meetings and work sessions, which will involve collaborating with clients and stakeholders to address escalations and operational oversight. The manager will also play a key role in reviewing quality findings and calibrating team performance, assisting in the development of remediation plans as necessary. Additionally, the manager will be responsible for developing reports and presentations that highlight team progress and opportunities for improvement, which will be shared with both internal and external customers. The position is based on-site at 3701 Boardman Canfield Rd., Bldg. B, Canfield, Ohio, and requires US citizenship or a Green Card. Wipro offers a strong compensation package, including competitive pay and benefits from day one, along with opportunities for career advancement within a dynamic and engaging culture.