Manager, Call Center​/Customer Service

Accountable for managing one or more teams responsible for customer service. Manages the day-to-day operations and workload issues for staff.

Location:

This position is full-time (40-hours/week) Monday-Friday located on-site at 2743 Perimeter Parkway, Augusta, GA 30909

Position

Purpose:

Responsible for leading one or more customer service teams to ensure the delivery of exceptional customer support. Oversees daily operations, manages workload distribution, coaches and develops team members, and addresses escalated customer issues. Monitors performance metrics, drives operational efficiency, and fosters a customer-focused culture to achieve service and business objectives.

• Organize and manage customer service staff and/or customer service teams for a line of business or department. Assigns work to associates within the team(s). Assist staff by providing guidance and assistance with questions and problems encountered. Handles escalated or sensitive customer matters.
• Manage performance to ensure that individual productivity, quality and timeliness standards are met. Monitor individual and team performance to ensure all customer requirements are met or exceeded.
• Monitor and analyzes reports/statistics, processes, and resources to provide maximum efficiency and effectiveness for all functions.
• Ensure appropriate training for all associates to ensure that the most current guidelines are always being followed. Conduct coaching sessions to ensure development of staff within team.
• Conduct team meetings and communications to ensure consistency.
• Encourage, facilitate, and initiate process improvements. Ensure that the department is in compliance with all company and government regulations.
• Monitor expenses and prepare annual budget for team.

• Required
  
  Education:
  
  Bachelor's
• Degree Equivalency: 4 years job related work experience or Associate's and 2 years job related work experience (Equivalency not applicable for the Celerian Group. Bachelor's degree required.)
• Required Experience:
  
  2 years of health related or customer service work experience. 1 year of supervisory experience OR 1 year of equivalent military experience in grade E4 or above.
• Required
  
  Skills and Abilities:
  
  Excellent communication, decision making, analytical, and problem-solving skills. Excellent interpersonal, time management, and leadership skills. Superior customer service orientation.
• Required Software and Tools:
  Microsoft Office.

• Highly preferred: 3+ years call center Management experience.
• Highly preferred: 2+ years' experience using Avaya, CMS, WFO systems.

• We offer our employees great benefits and rewards. You will be eligible to participate in the benefits, the first of the month following 28 days of employment.
• Subsidized health plans, dental and vision coverage
• 401k retirement savings plan with company match
• Life Insurance
• Paid Time Off (PTO)
• On-site cafeterias and fitness centers in major locations
• Education Assistance
• Service Recognition
• National discounts to movies, theaters, zoos, theme parks and more

We understand the value of a diverse and inclusive workplace and strive to be an employer where employees across all spectrums have the opportunity to develop their skills, advance their careers and contribute their unique abilities to the growth of our company.

Blue Cross Blue Shield of South Carolina and our subsidiary companies maintain a continuing policy of nondiscrimination in employment to promote employment opportunities for persons regardless of age, race, color, national origin, sex, religion, veteran status, disability, weight, sexual orientation, gender identity, genetic information or any other legally protected status. Additionally, as a federal contractor, the company maintains affirmative action programs to promote employment opportunities for individuals with disabilities and protected veterans.

It is our policy to provide equal opportunities in all phases of the employment process and to comply with applicable federal, state and local laws and regulations.

We are committed to working with and providing reasonable accommodations to individuals with disabilities, pregnant individuals, individuals with pregnancy-related conditions, and individuals needing accommodations for sincerely held religious beliefs, provided that those…