Experienced Customer Service Manager for Fully Remote Call Center Operations at blithequark

Join blithequark: Revolutionizing Healthcare Accessibility

At blithequark, we're driven by a mission to make high-quality, affordable healthcare accessible to everyone. As a fast-growing health insurance organization, we're committed to providing innovative employer-sponsored group health insurance solutions through our flagship product, Nonstop Health ®. We're now seeking an exceptional Customer Service Manager to lead our fully remote call center operations, leveraging our expertise in Amazon Connect to deliver outstanding customer experiences.

About the Role

As a Customer Service Manager at blithequark, you will be responsible for overseeing the day-to-day operations of our call center, focusing on key performance metrics, quality assurance, and team development. Reporting directly to our VP of Client Experience, you will play a pivotal role in shaping our customer service strategy and driving continuous improvement. If you have a proven track record in call center management, a passion for Amazon Connect, and a commitment to delivering exceptional customer service, we invite you to join our dynamic team.

Key Responsibilities

• Oversee and manage the daily operations of our fully remote call center, ensuring seamless customer interactions and prompt issue resolution.
• Develop and execute strategies to enhance call center efficiency, performance, and customer satisfaction.
• Monitor and analyze key call center metrics, identifying opportunities for improvement and implementing data-driven solutions.
• Recruit, train, and mentor call center agents to build a high-performing team, fostering a culture of excellence and continuous learning.
• Motivate and support the call center staff to drive results, promote a positive work environment, and encourage professional growth.
• Manage the call center budget, optimizing resources effectively to achieve operational goals.
• Leverage Amazon Connect to streamline call routing, customer engagement, and reporting processes, ensuring optimal configuration and utilization.
• Collaborate with the VP of Client Experience and other departments to ensure a seamless and consistent customer experience across all touchpoints.
• Troubleshoot and resolve issues related to Amazon Connect, working closely with IT and AWS support as needed.
• Stay up-to-date with the latest Amazon Connect features and functionality to drive innovation and improvement.

Essential Qualifications

To succeed in this role, you will need:

• 5+ years of experience in a call center management role, preferably within the health insurance industry.
• Expert knowledge of Amazon Connect, with a proven track record of leveraging its capabilities to drive call center performance.
• Experience working in a remote environment and managing a distributed team.
• Strong leadership skills, with the ability to inspire, mentor, and drive performance improvements across diverse teams.
• Excellent communication, organizational, and problem-solving abilities to address challenges and enhance operations.
• A proven track record of success in managing and improving call center operations, with a focus on customer satisfaction and efficiency.

Preferred Qualifications

While not essential, the following qualifications will be considered a plus:

• Experience working in a fast-paced, high-functioning environment.
• Ability to work independently and as part of a team.
• Experience with data analysis and reporting tools.

Skills and Competencies

To excel in this role, you will need:

• Strong technical skills, including proficiency in Amazon Connect and other relevant technologies.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with team members, customers, and stakeholders.
• A customer-centric approach, with a deep understanding of customer needs and expectations.
• Analytical and problem-solving skills, with the ability to drive data-driven decision-making.
• Leadership and management skills, with the ability to inspire and motivate high-performing teams.

Career Growth Opportunities

At blithequark, we're committed to supporting the growth and development of our team members. As a Customer Service Manager, you will have opportunities to:

• Develop your technical skills, including expertise in Amazon Connect and other relevant technologies.
• Enhance your leadership and management skills, with training and development programs to support your career growth.
• Contribute to the development of our customer service strategy, shaping the future of our call center operations.

Work Environment and Company Culture

At blithequark, we're proud of our company culture, which values:

• Innovation and creativity, with a commitment to staying ahead of the curve in the health insurance industry.
• Collaboration and teamwork, with a focus on building strong relationships across departments and teams.
• Customer-centricity, with a deep understanding of customer needs and expectations.
• Diversity and inclusion, with a commitment to creating a workplace that is welcoming and inclusive for all team members.

As a fully remote organization, we offer the flexibility to work from the comfort of your own home, with a range of tools and resources to support your productivity and well-being.

Compensation and Benefits

We offer a competitive compensation package, including:

• A salary range of $75,000 to $80,000 per year.
• A comprehensive benefits package, including full medical, dental, and vision benefits with 100% employer-paid premiums after the introductory period.
• A 401(k) plan with employer-matched contributions.
• Internet and cellular reimbursements to support your remote work setup.
• Opportunities for professional growth and development, with training and development programs to support your career goals.

Join Our Team

If you're a motivated and experienced Customer Service Manager looking to join a dynamic and fast-growing organization, we encourage you to apply to blithequark. With a commitment to innovation, customer-centricity, and teamwork, we're shaping the future of healthcare accessibility. Apply now to be part of our journey!