Manager II, AIM Customer Service

Manager II, AIM Customer Service

Location : IL JobFamily : Customer Service Req # : PS68823 Date Posted : Feb 26, 2022 Description :

Description

SHIFT : Day Job

SCHEDULE : Full-time

Be part of an extraordinary team.

Build the Possibilities. Make an extraordinary impact.

Responsible for managing multiple teams of referral specialists.

How you will make an impact :

• Provide management, organization, and coordination of day to day work.
• Create a positive work environment for the team through motivation, coaching and associate development.
• Function as a Subject Matter Expert for various client plans and AIM products.
• Investigate customers complaints and determine resolution.
• Provide statistical and performance feedback and coaching on a regular basis.
• Hires, trains, coaches, counsels, and evaluates performance of direct reports.
• Address disciplinary and / or performance problems according to company policy.
• Assist with the operation of the call center to include the development, analysis and implementation of staffing, training, scheduling, reward and recognition programs.
• Ensure new processes and procedures are implemented and used effectively by the team.
• Ensure a high level of knowledge within the Teams as evidenced through turnaround time of issues and ability to resolve issues independently.
• Analyze team, department, and product-line data to develop and implement action plans for improvement.
• Act as liaison with Customer Account Managers to ensure customer objectives are being met and complaints are resolved.
• Administers company policies and procedures with little or no guidance.

Qualifications

Minimum Requirements :

Requires a HS diploma and a minimum of 3 years of operational experience in progressively complex customer service or call center;

or any combination of education and experience which would provide an equivalent background.

Preferred Skills, Capabilities, and Experiences :

• Ability to work on weekends, as needed
• 2+ years in progressively complex customer service environment.
• Familiar with MS Office technology and call center technology solutions
• 3+ years of customer service experience.
• Ability to lead peers in projects, workload share and identify resources needed to successfully plan initiative or project.
• Good numeracy skills with the ability to analyze and interpret KPIs and how to use them to improve performance.
• Demonstrated ability to communicate and manage change within a team, explain reasons for change and secure team acceptance of change.
• BA / BS degree.
• Management experience.

We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.

The health of our associates and communities is a top priority for Anthem. We require all new candidates to become vaccinated against COVID-19.

If you are not vaccinated, your offer will be rescinded unless you provide and Anthem approves a valid religious or medical explanation as to why you are not able to get vaccinated that Anthem is able to reasonably accommodate.

Anthem will also follow all relevant federal, state and local laws.

Anthem, Inc. has been named as a Fortune Great Place To Work in 2021, is ranked as one of the 2021 Worlds Most Admired Companies among health insurers by Fortune magazine, and a Top 20 Fortune 500 Companies on Diversity and Inclusion.

To learn more about our company and apply, please visit us at careers.antheminc.com. Anthem is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws.

Applicants who require accommodation to participate in the job application process may contact [email protected] for assistance.