Participant Services Manager

Description

Position Summary:
The Participant Services Manager is responsible for leading a multi-channel service team to deliver exceptional benefit plan administration. This role emphasizes strong people leadership, process management, and client-centric service. The Manager oversees contact center operations, including staffing, performance management, and service delivery. Additionally, this individual will drive first-call resolution, enhance participant education, and support interdepartmental collaboration to improve service outcomes.

Principal Duties & Responsibilities:

Leadership & Team Management:

• Facilitate and coach the contact center team, providing leadership that fosters high performance and accountability. (Advanced)
• Perform personnel actions, including hiring, scheduling, training, and evaluating employees to build a skilled and motivated team. (Intermediate)
• Promote a culture of service excellence by regularly communicating expectations, delivering training, and setting a positive example. (Advanced)
• Provide ongoing coaching, counseling, and performance management to support employee development and retention, including career mapping for growth within the organization. (Advanced)

Service Delivery & Operational Efficiency:

• Ensure adequate staffing coverage and efficient resource allocation to meet customer support demands via phone, live chat, and email. (Intermediate)
• Manage the contact center to meet and exceed service goals, focusing on increasing productivity and reducing costs while adhering to budget constraints. (Advanced)
• Monitor call queues and manage real-time adjustments to maintain service standards, ensuring prompt and effective responses. (Intermediate)
• Develop and implement processes to enhance participant interactions, ensuring an optimal service experience. (Advanced)

Performance Monitoring & Reporting:

• Track, analyze, and regularly report team performance to senior management, identifying trends and providing recommendations for improvement. (Intermediate)
• Lead efforts to achieve first-call resolution for participant inquiries and complaints, balancing participant needs with organizational objectives. (Advanced)
• Act as a third-tier support, addressing escalated technical issues and participant concerns efficiently and empathetically. (Intermediate)

Collaboration & Interdepartmental Partnerships:

• Build and maintain collaborative relationships with other departments to ensure cohesive, participant-centric service delivery. (Intermediate)
• Actively contribute to cross-functional initiatives, representing the Participant Services team in efforts to enhance operational effectiveness. (Advanced)
• Step in and support organizational roles as needed to maintain effective business operations, adapting to changing demands. (Intermediate)

Requirements

Knowledge, Skills, and Abilities Required:

• Customer Service Expertise:
• 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. (Intermediate)
• Previous experience in healthcare, benefits administration, or insurance industries preferred, bringing familiarity with relevant processes and participant needs. (Intermediate)
• Leadership & Supervisory Skills:
• Strong experience in contact center supervision, with a focus on team development, performance management, and fostering a high-performance culture. (Advanced)
• Demonstrated ability to make decisions under pressure, exercise good judgment, and motivate others to achieve service excellence. (Advanced)
• Analytical & Problem-Solving Abilities:
• Detail-oriented with strong critical thinking skills, able to identify operational challenges and implement effective solutions. (Intermediate)
• Ability to dive into complex issues when needed, displaying a hands-on approach to problem resolution. (Advanced)
• Technical Proficiency:
• Proficient in Microsoft Excel and Word, with an aptitude for leveraging these tools to enhance reporting and operational workflows. (Intermediate)

Credentials & Experience:

• 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

NOTE: This position pays between $55,000.00 – $57,000.00 per year, plus potential for bonus earnings.

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.

 

ADDITIONAL BENEFITS INCLUDE:

• Wellable membership 
• Telescope Health (telehealth) through Accresa
• Intellect (mental health) application
• Employee engagement activities, including voluntary events, raffles, book club, and more!