Experienced Full-Time Customer Service Manager – Call Center Operations & Leadership in Healthcare Industry with Amazon Connect Expertise – Fully Remote
About blithequark blithequark is a rapidly growing health insurance organization dedicated to making high-quality, affordable healthcare accessible to everyone. Our mission is centered around providing innovative solutions that bridge the gap between healthcare providers and patients, ensuring that everyone receives the care they deserve. With a strong focus on customer satisfaction and a commitment to excellence, we are shaping the future of healthcare. Join Our Team as a Customer Service Manager We are seeking an exceptional Customer Service Manager to lead our call center operations, ensuring that our customers receive the best possible experience. As a seasoned professional with a deep understanding of call center management and Amazon Connect, you will be responsible for overseeing daily operations, driving performance improvements, and fostering a culture of excellence within our team. If you have a passion for delivering exceptional customer service, a knack for leadership, and experience with Amazon Connect, we encourage you to apply. Key Responsibilities Leadership & Strategy: Report directly to the VP of Client Experience and oversee the daily operations of the call center, developing and executing strategies to enhance efficiency and performance. Customer Experience: Ensure that customer interactions are handled promptly and professionally, monitoring and analyzing call center metrics to identify opportunities for improvement. Team Management: Recruit, train, mentor, and manage call center agents to build a high-performing team, focusing on motivation, engagement, and support to drive results. Budget Management: Manage the call center budget and optimize resources effectively to achieve operational excellence. Amazon Connect Expertise: Leverage Amazon Connect to streamline call routing, customer engagement, and reporting processes, collaborating with the VP of Client Experience and IT as needed. Collaboration & Troubleshooting: Work closely with other departments to ensure a seamless customer experience, troubleshooting and resolving any issues related to Amazon Connect. Continuous Improvement: Stay updated on the latest Amazon Connect features and functionality, implementing best practices to optimize call handling and customer satisfaction. Requirements & Qualifications Essential Qualifications: Experience: 5+ years of experience in a call center management role, preferably within the health insurance industry. Amazon Connect: Expert knowledge of Amazon Connect and its applications in call center management. Remote Work: Experience working in a remote environment and managing a remote team. Leadership Skills: Strong leadership abilities with a proven track record of inspiring, mentoring, and driving performance improvements. Independence & Teamwork: Ability to work independently and as part of a team, with excellent communication, organizational, and problem-solving skills. Fast-Paced Environment: Experience working in a fast-paced, high-functioning environment with the ability to adapt to changing priorities. Preferred Qualifications: Industry Knowledge: Familiarity with the healthcare or insurance industry, including regulatory requirements and best practices. Technical Skills: Proficiency in call center software and tools, beyond Amazon Connect, to enhance operational efficiency. Analytical Skills: Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions. Career Growth & Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Customer Service Manager, you will have access to: Professional Development: Ongoing training and development opportunities to enhance your leadership and technical skills. Mentorship: Guidance from experienced professionals in your field, supporting your career aspirations. Recognition & Rewards: A culture that recognizes and rewards outstanding performance, contributions to team success, and innovative ideas. Work Environment & Culture We pride ourselves on a dynamic and inclusive work environment that values diversity, equity, and inclusion. Our culture is built on: Remote Work: The flexibility to work from home, allowing for a better work-life balance. Collaboration: A collaborative and supportive team environment that encourages open communication and feedback. Innovation: A culture that fosters innovation, creativity, and continuous improvement. Compensation, Perks, & Benefits We offer a comprehensive compensation package that includes: Salary: A competitive salary range of $75,000 to $80,000. Travel: 5% travel requirement, with opportunities for professional development and networking. Reimbursements: Internet and cellular reimbursements to support your work-from-home setup. Benefits: A 401(k) plan with employer-matched contributions, full medical, dental, and vision benefits with 100% employer-paid premiums after the introductory period. Physical Requirements This role requires: Prolonged Sitting: Ability to sit for extended periods and work on a computer. Repetitive Use: Frequent use of fingers, hands, elbows, and arms for typing, reaching, grasping, and writing. Lifting & Carrying: Ability to lift, carry, push, pull, and carry 5-30 pounds occasionally. Hearing & Speaking: Sufficient hearing and speaking ability to carry on conversations. Visual Ability: Ability to read and produce printed material and information displayed on a computer screen. Equal Employment Opportunity blithequark is an equal opportunity employer committed to diversity and inclusion. We prohibit discrimination and harassment of any type and welcome applications from qualified candidates of all backgrounds. Apply Now If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Join our team and contribute to our mission of making high-quality healthcare accessible to everyone. Apply for this job