Manager, Navigation and Member Services

Imagine360 • USA

13 days ago

Job type

Full-time

Quick Apply

Job description

Imagine360 is currently seeking a Manager, Navigation and Member Services to join the team! In this role, t he Manager drives robust strategies to ensure an elevated member experience. Oversee and maintain contact center service metrics, staff performance and adherence to standard operating procedures focused on white-glove service and creating an effortless member experience. Concentration on staff development, maximizing efficient processes and systems, driving service vision / culture and hiring new team-members who align with departmental goals. Develop member-centric strategies and ensure departmental (and corporate) cultural initiatives and standards are enthusiastically supported and cultivated, while motivating staff to elevate the member experience and reach their full career potential. Solve challenging problems in a rewarding, fast paced dynamic environment!

Position Location : 100% Remote

Supervisory Responsibilities :

Supervisor Member Services and Navigation Services

Duties / Responsibilities :

Develop contact center strategies through the assessment of team needs, performance metrics, proactive assessment of processes, driving accountability with a focus on performance-based rewards

Promote, support and drive a dynamic teamwork environment that fosters positive morale, unity, cohesiveness, effective communication and service excellence

Leverage subject matter expertise to oversee and provide counsel on elevated issue resolution

Contribute expert analysis as required for the strategic plans of the organization

Maintain contact center KPIs while seeking opportunities to advance operations through monitoring system performance, identifying and resolving problems, and driving quality improvement

Accomplish team related human capital objectives through involvement in recruiting selecting, assigning, coaching, counseling, disciplining, and educating employees

Communicating individual and team job expectations while motivating staff to accomplish goals and reach their full career potential. Coordinate, review and oversee individual goals, annual reviews and HR issues

Collaborate with leadership and analytics team to collect, analyze, and draw conclusions about team and individual performance, identify and leverage trends to create proactive solutions

Analyze reports to assess, measure and monitor productivity, quality and related trends. Work closely with Quality Assurance team to assess individual and team performance and associated trends that may correlate to additional training needs or necessary process efficiencies

Conduct real-time and as-needed training / coaching / development meetings. Conduct 1-on-1 meetings with team members to encourage employee engagement and open lines of communication

Required Experience / Education :

Bachelor's degree or equivalent combination of some college and demonstrated work experience

Proven leadership experience in a service environment, preferably a contact center

Healthcare Benefits / Insurance industry experience a strong plus

Skills and Abilities :