AE Perkins

Compensation

Full 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) 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. 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!