At arenaflex, we're committed to delivering exceptional service experiences that exceed the expectations of our Members and Providers. As a key senior leader within our call center, the Director, Customer Care will play a pivotal role in shaping the future of our organization and driving business growth. If you're a passionate leader with a proven track record in customer care, leadership, and operations, we invite you to join our team and contribute to our mission of delivering best-in-class service experiences.
**About arenaflex**
arenaflex is a leading provider of innovative healthcare solutions, dedicated to empowering individuals and families to achieve better health outcomes. With a strong presence in the healthcare industry, we're committed to delivering exceptional service experiences that meet the evolving needs of our Members and Providers. Our team is passionate about making a difference in the lives of those we serve, and we're seeking like-minded individuals to join our mission.
**Key Responsibilities**
As the Director, Customer Care, you'll be responsible for leading a team of Customer Care Managers and Team Leaders in building a high-performance culture that delivers exceptional service experiences across our products and markets. Your key responsibilities will include:
* Designing and implementing Member/Provider Experience service processes that drive continuous improvement and excellence
* Leading a team of Customer Care Managers and Team Leaders in goal/expectation setting, defining Reward & Recognition Programs, identifying ongoing Training Needs, and driving focus on Personal Accountability
* Regularly engaging with leaders across the organization (Market; Operations; Clinical) to provide insight into opportunities and drive business growth
* Monitoring all regulatory requirements and overseeing all submissions in existing and future lines of business
* Delivering recommendations related to improvements to Self-Service tools (IVR, Digital Products, etc.) based on Top Contact Types
* Continuous review and improvement of business process workflow to drive efficiency and effectiveness
* Facilitating and promoting problem identification, analysis, and resolution across the organization to improve Member/Provider experience
* Utilizing formal and informal meetings to gather information, provide feedback, and developmental ideas to staff members
* Analyzing data and identifying trends monthly to ensure company expectations are met
* Identifying information system inefficiencies and formulating recommendations for improvement
* Staying up-to-date with new call center technology and service concepts to drive innovation and excellence
**Essential Qualifications**
To be successful in this role, you'll need:
* A Bachelor of Science/Arts in a Business-related field or equivalent years of work experience
* A Master's degree is preferred
* Minimum of ten (10) years of experience in a call center or similar environment
* Minimum of five (5) years of management experience, preferably in call center management
* Multi-site leadership/Work from Home experience is preferred
* Experience in a call center and health insurance is preferred
* Staffing and forecasting experience is preferred
* Lean Sigma/Continuous Improvement/Design Thinking experience is preferred
* Managed care experience is preferred
**Competencies, Knowledge, and Skills**
To excel in this role, you'll need:
* Advanced knowledge of Microsoft Word, Excel, PowerPoint, and Visio
* Strong data analysis and trending skills
* Strong project management skills
* Knowledge of call center operations and trends
* Strategic management skills
* Strong negotiation skills
* Good technical writing skills
* Strong team and staff development skills
* Strong collaboration and conflict resolution skill sets
* Proven leadership with the ability to build relationships/collaborate and influence at all levels
* Strong process and analytical skills with the ability to articulate and define outcome measures that capture key performance metrics
* Ability to work in a fast-paced environment
* Attention to detail
* Ability to develop, prioritize, and accomplish goals/time management
* Executive management skills
* Strong decision-making and problem-solving skills
* Exceptional communication skills (both written and verbal) with the ability to present information in a variety of different formats to all levels
* Strong interpersonal skills & high level of professionalism
* Ability to work independently and within a team environment
* Effective active listening and critical thinking skills
**Licensure and Certification**
None required
**Working Conditions**
* General office environment; may be required to sit or stand for extended periods of time
* Ability to travel as required by the needs of the business
**Compensation Range**
$110,800.00 - $193,800.00
At arenaflex, we're committed to providing a comprehensive total rewards package that includes:
* Competitive salary
* Bonus tied to company and individual performance
* Comprehensive benefits package
* Opportunities for career growth and professional development
* Collaborative and inclusive work environment
* Recognition and rewards for outstanding performance
**Organization Level Competencies**
* Create an Inclusive Environment
* Cultivate Partnerships
* Develop Self and Others
* Drive Execution
* Influence Others
* Pursue Personal Excellence
* Understand the Business
**How to Apply**
If you're a passionate leader with a proven track record in customer care, leadership, and operations, we invite you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!
**Note**
arenaflex is an Equal Opportunity Employer. We're committed to fostering an inclusive environment that welcomes and supports individuals of all backgrounds. This job description is not all-inclusive, and arenaflex reserves the right to amend this job description at any time.