Position Summary Are you a successful leader who is experienced in leading a team of Customer Care Professionals? Do you have experience leading a team that is responsible for providing subject matter expertise on the clients' leave and disability policies, providing exceptional customer service to employees and managers employed by the client? Is a culture where "People Count," "We Do the Right Thing," and "We Hold Ourselves to Very High Standards" important to you? If so, ReedGroup is seeking a Customer Care Operations Manager with experience meeting team service goals and objectives including metrics. A strong focus on the performance, culture and overarching Customer Care Center processes is critical in this role. Ensuring Customer Care Professionals are aligned with corporate and client objectives and providing the best customer experience is also key to the success of this individual. As well as consistently achieving productivity, SLA performance and customer satisfaction targets.
The below represents the primary duties of the position, others may be assigned as needed. The requirements listed below are representative of the knowledge, skill, and/or ability required. You will
Be responsible for communication between the administrative team and the clinical team, for all parties in Family and Medical Leave Act (FMLA) client absence programs including employees, client company, health care providers and clinical partners
Provide leadership to your Customer Care Professionals
Ensure legal compliance and confidentiality, provide timely notifications to employees and client company, review documentation for approvals and denials, and respond to periodic audits
Assist your Customer Care team in identifying potentially fraudulent cases
Act as a liaison between your Customer Care Professionals and Case Managers
Escalate cases to the Clinical Case Manager as applicable
Create and maintain schedules for your team and ensure staff schedule adherence
Serve as Subject Matter Expert on Leave of Absence programs at Reed Group and support your team with expert knowledge of client specific details
Partner with Team Leaders from our Claim and Service organization to provide strategic and operational guidance to improve our customers' experiences
Lead a virtual team (across multiple locations), defining roles and responsibilities and establishing direct accountabilities to achieve business goals
Focus on building talent and people capability to enable a high-performance culture
Demonstrate experience leading, mentoring, and inspiring staff to achieve superior results
Analyze trends in call volume to identify self-service or offshore opportunities to drive business efficiencies
Create and maintain a collaborative team focused on effective, high quality client service
Respond timely and accurately to client and internal inquiries, according to established standards with attention to style, tone, and manner of communication
Monitor team for productivity and quality client service
Communicate important information on new/updated processes and procedures to staff
Provide ongoing client support with the use of diagnostic skills to identify root cause of client issues, develop solutions and recommend appropriate action to prevent recurrence of problem
Build strong client relationships and provide quality service to retain client base
Serve a vital role in coaching the team and being the escalation point for complex incidents
Serve as the liaison between the Director and the team
Identify opportunities for continuous improvement
Manage to the established Key Performance Indicators (KPI's) and ensure Performance Guarantees are met
Demonstrate adherence to Reed Group values and performance guidelines
Manage and oversee workload, performance management, personnel management, and goal setting for the team
Provide weekly updates to management on team progress and focus
Focus on the development of staff by working collaboratively with them to develop stretch goals and create opportunities for them to expand their horizons
Work on assigned projects within timeline and budget
Manage complex client relationships
Participate appropriately in client meetings and implementations
Support our sales team by participating in finalist presentations
Perform side by side listening/shadowing and coaching with your team members to assist in the further development of staff
Be a positive, energetic and results oriented team player
You have
An Associate Degree or equivalent work experience
A minimum of 3 years of customer care leadership
The proven ability to manage both day to day execution and projects to achieve results of business goals and special assignments
Excellent interpersonal communications skills both written and verbal
Advanced problem-solving and analytical skills
Excellent communication and relationship building skills
Previous supervisory experience and the ability to prioritize and assign work in high volume call center
Advanced level computer skills using Windows and Microsoft Office including Word, Excel, PowerPoint, and Outlook
Critical Core Competencies
Adaptable, flexible, and able to lead/manage your team through change
Effectively navigate organizational complexity, understanding the interdependencies and priorities
High degree of intellectual agility to handle complex business and technical issues
Superior critical thinking skills with a proven analytical business acumen
Exceptional people leader who can mentor and build capabilities within teams
Demonstrated talent management recruiting and retention strategies
Technology proficiency: demonstrate a solid understanding of leveraging technology, tools, and data to drive innovation, operational improvements, and customer experience
Salary Range: Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data. We Offer:
Meaningful and challenging work opportunities to accelerate technology and innovation in a secure and compliant way
Competitive compensation
Excellent medical, dental, supplemental health, life and vision coverage for you and your dependents with no wait period
Life and disability insurance
A great 401(k) with match
Tuition assistance, paid parental leave and backup family care
Dynamic, modern work environments that promote collaboration and creativity
Flexible time off, dress code, and work location policies to balance your work and life in the ways that suit you best
Social responsibility in all aspects of our work. We volunteer within our local communities, create educational alliances with colleges, drive a variety of initiatives in sustainability, and advocate for diversity and inclusion in all that we do.
About ReedGroup: As the largest exclusive provider of absence management services, ReedGroup has been dedicated to helping employees return to work safely for more than 35 years. We create a seamless experience so clients can excel at their jobs and better serve their employees - supporting a thriving, engaged, and skilled workforce.
ReedGroup is a wholly-owned, independent subsidiary of The Guardian Life Insurance Company - providing even more ways we can better serve people. Guardian has been helping people protect their futures and secure their lives for more than 150 years, and today serves 27 million people by helping them find financial confidence and well-being in life, health, and wealth. And as one of the largest mutual insurance companies, we know what matters most: putting the needs of customers first. ReedGroup is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.
