Experienced Customer Service Manager – Hybrid Leadership Role at arenaflex

About arenaflex

arenaflex is a leading provider of innovative solutions in the healthcare industry, dedicated to delivering exceptional customer experiences and operational excellence. As a forward-thinking organization, we strive to create a work environment that fosters growth, collaboration, and innovation. Our team of passionate professionals is committed to making a positive impact on the lives of our customers and the communities we serve.

Job Summary

arenaflex is seeking an experienced Customer Service Manager to lead our Medical Contact Center Operations team in a hybrid environment. As a key member of our leadership team, you will be responsible for overseeing a large team, ensuring quality customer service, and driving operational efficiency while maintaining a customer-centric approach. This is an exciting opportunity to join a dynamic organization and contribute to the development of our customer experience and operations strategies.

Responsibilities

The Customer Service Manager will be responsible for the following key areas:

• Leading a team of 8 to 10 Front Line Supervisors and Staff (total span of control 150+), across 24 x 7 service shifts
• Directing the overall service-related activities for the team's customer service function
• Supporting the company's customer experience and operations strategies
• Leading People Initiatives with Human Resources, including compensation planning, performance management, staffing, employee relations, employee recruitment, training, teaming, and employee development
• Interfacing with other service functions and business units (e.g., sales, account management, technology) accordingly
• Directing workforce management execution to optimize operational efficiencies while not compromising the customer experience
• Executing technology and process enhancements to improve operational efficiency, enhance the customer experience, and respond to customer requests
• Anticipating customer needs and proactively developing solutions to meet them
• Solving unique and complex problems with broad impact on the business
• Developing and managing business plans to achieve objectives
• Managing external and internal service compliance; identifying risk/compliance opportunities
• Continuously identifying, analyzing, and driving service expense opportunities by employer group and by account
• Acting as a change leader, exhibiting managerial courage, delivering transparent and accurate messages to leadership and staff
• Developing direct reports through coaching, delegation, and guidance to master current roles and expand their influence
• Focusing on improving the Customer Experience through coaching, guidance, and identification/execution of operational improvement opportunities

Requirements

To be successful in this role, you will need to possess the following qualifications and skills:

• High School Diploma or GED required; Bachelor's Degree or advanced degree preferred
• 7+ years' experience within large-scale Operations Management strongly preferred
• Experience leading managers and multi-channel virtual operational teams
• Experience in a Customer-Centric culture with strong customer service orientation
• Experience with Customer Satisfaction surveys and improving operational effectiveness
• Strong operational orientation and competence with demonstrated influential leadership
• Proven results in leading an organization through changing business priorities
• Excellent leadership and management capability, specifically related to proactive succession management
• Ability to motivate, inspire, and rally a team around a common vision
• Exceptional verbal and written communication skills

Nice-to-Haves

The following qualifications and skills are not required but would be beneficial in this role:

• Experience with Customer Satisfaction surveys preferred
• Proven history of improving an operation's overall effectiveness and efficiency

Benefits

arenaflex offers a comprehensive benefits package, including:

• Flexible work environment
• Opportunities for professional development
• Health and wellness programs
• Employee assistance programs

Why Join arenaflex?

At arenaflex, we are committed to creating a work environment that fosters growth, collaboration, and innovation. As a member of our team, you will have the opportunity to:

• Contribute to the development of our customer experience and operations strategies
• Work with a talented team of professionals who are passionate about making a positive impact
• Participate in ongoing training and development opportunities to enhance your skills and knowledge
• Enjoy a flexible work environment that supports work-life balance
• Take advantage of comprehensive benefits and perks

How to Apply

If you are a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!

Apply to this job