National Accounts Manager
Sonova Group
SFDC
Participant Services Manager
A.E. Perkins
full-time
Posted on:
Location Type: Remote
Location: Remote • Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $55,000 - $57,000 per year
Job Level
Mid-LevelSenior
About the role
- Facilitate and coach the contact center team, providing leadership that fosters high performance and accountability.
- Perform personnel actions, including hiring, scheduling, training, and evaluating employees to build a skilled and motivated team.
- Promote a culture of service excellence by regularly communicating expectations, delivering training, and setting a positive example.
- Provide ongoing coaching, counseling, and performance management to support employee development and retention, including career mapping for growth within the organization.
- Ensure adequate staffing coverage and efficient resource allocation to meet customer support demands via phone, live chat, and email.
- Manage the contact center to meet and exceed service goals, focusing on increasing productivity and reducing costs while adhering to budget constraints.
- Monitor call queues and manage real-time adjustments to maintain service standards, ensuring prompt and effective responses.
- Develop and implement processes to enhance participant interactions, ensuring an optimal service experience.
- Track, analyze, and regularly report team performance to senior management, identifying trends and providing recommendations for improvement.
- Lead efforts to achieve first-call resolution for participant inquiries and complaints, balancing participant needs with organizational objectives.
- Act as a third-tier support, addressing escalated technical issues and participant concerns efficiently and empathetically.
- Build and maintain collaborative relationships with other departments to ensure cohesive, participant-centric service delivery.
- Actively contribute to cross-functional initiatives, representing the Participant Services team in efforts to enhance operational effectiveness.
- Step in and support organizational roles as needed to maintain effective business operations, adapting to changing demands.
Requirements
- Minimum of 4-6 years of experience in a customer service or contact center environment, with proven ability to manage customer inquiries through multi-channel support.
- Previous experience in healthcare, benefits administration, or insurance industries preferred, bringing familiarity with relevant processes and participant needs.
- Strong experience in contact center supervision, with a focus on team development, performance management, and fostering a high-performance culture.
- Demonstrated ability to make decisions under pressure, exercise good judgment, and motivate others to achieve service excellence.
- Detail-oriented with strong critical thinking skills, able to identify operational challenges and implement effective solutions.
- Ability to dive into complex issues when needed, displaying a hands-on approach to problem resolution.
- Proficient in Microsoft Excel and Word, with an aptitude for leveraging these tools to enhance reporting and operational workflows.
- Bachelor’s degree or equivalent combination of education and experience preferred.
- Minimum of 4-6 years of experience in a customer service or contact center environment.
- Contact center supervisory experience required.
- Experience within healthcare, benefits administration, or insurance industry preferred.
Benefits
- Medical Insurance
- Vision Insurance
- Dental Insurance
- 401(k) Matching
- Flexible Spending Accounts
- Health Savings Accounts
- Disability & Life Insurance
- Employee Assistance Program
- LegalShield
- ID Shield
- Commuter Reimbursement Plan
- Tuition Reimbursement
- Bonus Pay - This position falls under our “Corporate Bonus Plan” which entitles you to a potential bonus payout of up to 10% of your annual salary as an annual bonus, if offered employment.
- Wellable membership
- Telescope Health (telehealth) through Accresa
- Intellect (mental health) application
- Employee engagement activities, including voluntary events, raffles, book club, and more!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
contact center supervisionperformance managementmulti-channel supportteam developmentproblem resolutionoperational workflowscritical thinkingdecision making under pressureservice excellenceresource allocation
Soft skills
leadershipcoachingcommunicationcollaborationadaptabilitydetail-orientedmotivationaccountabilityempathyservice orientation
