About the position
The Customer Service Team Manager is responsible for leading, coaching, and mentoring a team of customer service representatives. This role involves handling personnel issues collaboratively and ensuring that service standards are consistently met. The Team Manager plays a crucial role in the daily operations of the call center, focusing on developing and maintaining superior customer service while maximizing revenue. The position requires the implementation of operational best practices to enhance compliance capabilities and efficiencies. Additionally, the Team Manager is tasked with establishing and ensuring adherence to budgets, schedules, work plans, and performance requirements to avoid penalties related to department performance guarantees. In this role, the Team Manager actively promotes the vision and values of the MSCC organization, particularly in customer service, change management, leadership, performance levels, and results orientation. The responsibilities include selecting and maintaining a competent, motivated, and qualified staff, which involves coaching, mentoring, disciplining, advising, training, and resolving personnel issues. The Team Manager is also responsible for increasing employee satisfaction within a line of business that provides customer service related to various member health plan inquiries. The position requires performing data analysis and reporting to improve employee performance and ensure compliance with service performance quality standards. The Team Manager has joint accountability with other managers and operations for achieving service level goals and performance guarantees. Collaboration with KP departments, sales and marketing, customers, and other stakeholders is essential to provide subject matter expertise in addressing member concerns and supporting projects. The Team Manager also represents the Health Plan within the local community regarding benefits and service matters, ensuring timely intervention of member issues to enhance satisfaction and retention.
Responsibilities
- Lead, coach, and mentor customer service representatives.
- Handle personnel issues with a team approach.
- Ensure service standards are achieved.
- Manage daily operations to develop and maintain a superior call center.
- Support business processes and maximize revenue.
- Implement operational best practices to improve compliance and efficiencies.
- Establish and assure adherence to budgets, schedules, work plans, and performance requirements.
- Promote the vision and values of the MSCC organization in customer service and leadership.
- Select and maintain a competent and motivated staff of managers and employees.
- Perform analysis of data and reports to improve employee performance.
- Measure and monitor service performance quality standards to ensure customer satisfaction.
- Collaborate with KP departments and stakeholders to address member concerns.
- Recommend changes in guidelines, procedures, and policies.
- Represent the Health Plan within the local community on benefits and service matters.
Requirements
- Minimum two (2) years supervisory or management experience in member services, health care, call center, or financial fields.
- High School Diploma or General Education Development (GED) required.
- Successful completion of required KP pre-hire assessment with a passing score of 31st percentile and above.
Nice-to-haves
- Experience in administration requiring extensive complex problem solving.
- Experience in a Labor/Management partnership or similar environment.
- Experience using mainframe or personal computer database, word processing, and statistical analysis software packages.
- Bachelor's degree in business administration, health care, or related field OR four (4) years of experience in member services, health care, call center, or financial services role OR an associate's degree AND two (2) years of experience in a relevant role.
