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Job title: Customer Service Manager Company: Brighton Health Plan Solutions, LLC Job description: About this Role: BHPS is seeking a Customer Service Manager who will be responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include hiring, motivating, recognizing, and rewarding, coaching, counseling, training, and problem solving. Additionally, the position is responsible for assisting the Director with development, analyses and implementation of staffing, training, scheduling, and reward/recognition programs. This is a remote position. Primary Responsibilities: • Manage all employees of the department and is responsible for the performance management and hiring of the employees within that department. • Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. • Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers. • Monitor and manage departmental and staff goals, utilizing the call monitor, reports and other system tools to ensure the targets are met. • Develop and implement action plans to ensure the department is successful in meeting targets. • Provides statistical and performance feedback and coaching on a regular basis to each team member. • Writes and administers performance reviews for skill improvement. • Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution. • Ensures employees have appropriate training and other resources to perform their jobs. • Responds to and resolves employee relations issues expressed by team members. • Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level. • Addresses disciplinary and/or performance problems according to company policy. • Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required. • Assists the Director with daily operation of the call center to include the development, analyses and implementation of staffing, training, scheduling and reward/recognition programs. • Works as a member/leader of special or ongoing projects that are important to area/process improvement. • Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively. • Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives. • Uses appropriate judgment in upward communication regarding department or employee concerns. • Support Client Services in a team efforts to meet client needs. Essential Qualifications: • College Degree or equivalent number of years’ experience. • Must possess working knowledge of call center metrics and KPIs including AHT, Schedule Adherence, Quality, First Call Resolution and how each impacts forecasting and staffing models. • Ability to handle performance management needs. • Excellent organizational and leadership skills. • Have excellent writing, communication and problem-solving skills. • Superior coaching, leadership, and interpersonal skills. • Computer proficiency is a must. • Ability to maintain a professional demeanor through written and verbal correspondence. • Project management experience with an emphasis on process improvement, implementation, and workflows is a plus. At Brighton Health Plan Solutions (BHPS), we’re creating something new and different in health care, and we’d love for you to be part of it. Based in New York City, BHPS is a rapidly growing, entrepreneurial health care enablement company bringing tangible innovation to the health care delivery system. Our team is committed to transforming how health care is accessed and delivered. We believe that cost, quality, and population health are optimized when people have long term relationships with their health care providers – and that’s why we’re creating new products that today do not exist anywhere in the New York/New Jersey market. With a growing labor business under the well-known MagnaCare brand, the launch of Create - a new marketplace of health systems focused on self-insured commercial health plan sponsors, and a successful Casualty business, we’re fiercely committed to positively impacting our partners. Company Mission: Transform the health plan experience – how health care is accessed and delivered – by bringing outstanding products and services to our partners. Company Vision: Redefine health care quality and value by aligning the incentives of our partners in powerful and unique ways. • We are an EEO Employer Powered by JazzHR Expected salary: Location: Westbury, NY Apply for the job now! [ad_2]