Mgr Asst Customer Care

Responsible for serving as the operations point of contact in for day-to-day operations, including but not limited to, facilitating issue resolution, meeting goals and targets

Primary duties may include, but are not limited to:

• Conducts Performance reviews and participates in performance management initiatives
• Acts as a liaison for both internal and external groups for program initiatives
• Contributes to creating, launching and driving critical account initiatives and programs
• Provides inputs to policies and processes impacting the operations
• Manages a team of CCR’s in the optimal execution of operations activities ensuring that each team member meets / exceeds their goals and metrics on a daily, weekly and monthly basis
• Coordinates with workforce for staffing requirements and scheduling of agents given leaves, absences and attrition
• Arranges schedules to meet the service metrics by efficiently handling the forecast and / or spikes in call
• Hires, trains, coaches, counsels, and evaluates performance of direct reports

Qualifications:

• Requires a BA/BS; 5 years of related experience in a call center environment; or any combination of education and experience, which would provide an equivalent background
• This ad is for external candidates only. Carelon associates can apply through our internal channel.