Experienced Customer Service Manager – Hybrid Leadership Role at arenaflex

About arenaflex

arenaflex is a leading global health insurance organization dedicated to providing innovative solutions and exceptional customer experiences. With a strong commitment to customer-centricity, arenaflex has established itself as a trusted partner in the healthcare industry. Our mission is to empower individuals and families to live healthier, more fulfilling lives by delivering personalized care and support. As a key player in the industry, arenaflex is constantly seeking talented professionals who share our passion for excellence and customer satisfaction.

Job Summary

We are seeking an experienced Customer Service Manager to lead our Medical Contact Center Operations team in a hybrid environment. As a key member of our leadership team, you will be responsible for overseeing a large team, ensuring quality customer service, and driving operational efficiency while maintaining a customer-centric approach. If you are a seasoned leader with a passion for customer satisfaction and a proven track record of success, we encourage you to apply for this exciting opportunity.

Responsibilities

The Customer Service Manager at arenaflex will be responsible for the following key areas:

• Leads a team of 8 to 10 Front Line Supervisors and Staff (total span of control 150+), across 24 x 7 service shifts
• Directs the overall service-related activities for the team's customer service function
• Supports the company's customer experience and operations strategies
• Leads People Initiatives with Human Resources including compensation planning, performance management, staffing, employee relations, employee recruitment, training, teaming, and employee development
• Interfaces with other service functions and business units (e.g., sales, account management, technology) accordingly
• Directs workforce management execution to optimize operational efficiencies while not compromising the customer experience
• Executes technology and process enhancements to improve operational efficiency, enhance the customer experience, and respond to customer requests
• Anticipates Customer needs and proactively develops solutions to meet them
• Solves unique and complex problems with broad impact on the business
• Develops and manages business plans to achieve objectives
• Manages external and internal service compliance; identifies risk/compliance opportunities
• Continuously identifies, analyzes, and drives service expense opportunities by employer group and by account
• Acts as a change leader, exhibiting managerial courage, delivering transparent and accurate messages to leadership and staff
• Develops direct reports through coaching, delegation, and guidance to master current roles and expand their influence
• Focuses on improving the Customer Experience through coaching, guidance, and identification/execution of operational improvement opportunities

Requirements

To be successful in this role, you will need to possess the following qualifications and skills:

• High School Diploma or GED required; Bachelor's Degree or advanced degree preferred
• 7+ years' experience within large-scale Operations Management strongly preferred
• Experience leading managers and multi-channel virtual operational teams
• Experience in a Customer-Centric culture with strong customer service orientation
• Experience with Customer Satisfaction surveys and improving operational effectiveness
• Strong operational orientation and competence with demonstrated influential leadership
• Proven results in leading an organization through changing business priorities
• Excellent leadership and management capability, specifically related to proactive succession management
• Ability to motivate, inspire, and rally a team around a common vision
• Exceptional verbal and written communication skills

Nice-to-Haves

The following skills and experiences are highly desirable but not required:

• Experience with Customer Satisfaction surveys preferred
• Proven history of improving an operation's overall effectiveness and efficiency

Benefits

arenaflex offers a comprehensive benefits package, including:

• Flexible work environment
• Opportunities for professional development
• Health and wellness programs
• Employee assistance programs

Why Join arenaflex?

At arenaflex, we are committed to creating a work environment that is inclusive, supportive, and empowering. We believe in investing in our employees' growth and development, and we offer a range of opportunities for professional development and career advancement. If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity.

How to Apply

To apply for this role, please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!

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