Customer Service Manager
The Role
The Service Operations team is comprised of Customer Service Representatives who will provide both customer service and enrollment support depending on the year. This group expands each season to include seasonal Customer Service Representatives and Active Funding Representatives who provide customer service for funding and post-enrollment calls while also playing a key role in supporting outbound campaigns.
This group's Senior Performance Managers will oversee the Year-Round activities of these teams, set and drive high-performance standards, and foster a culture of engagement and continuous improvement. Each Senior PM may receive assignments for a specific area of focus across the different verticals during AEP.
The Responsibilities- Directly support a team of 5-10 Performance Managers
- Frequently engage with staff through team chats, focus groups, and skip levels
- Set performance standards and consistently monitor adherence to those standards, recognizing colleagues who exceed expectations and holding underperformers accountable
- Proactively develops talent within PM team through consistent coaching, feedback, and additional growth opportunities via assigned projects
- Partner with HR to support Performance Management programs and ensure team’s adherence to these programs
- Oversee AEP Readiness activities, including onboarding, nesting, certifications, etc.. to ensure seasonal preparedness
- Document and evaluate PM Performance via Quarterly Evaluation program and provide recommendations to improve program as identified
- Take ownership of special assignments as needed
Qualifications
The Requirements- Have spent multiple seasons in a Customer Care Sr. leadership role
- Proven track record of successful team leadership and decision-making
- Excellent communication skills and the ability to influence at all levels
- Demonstrates a desire for growth and a willingness to take on new challenges to enhance skills
- Experience managing fluctuating business needs throughout the year, with a focus on offline functions such as enrollment support, outbound projects, and escalation management
WTW is an Equal Opportunity Employer