OverviewResponsibilitiesKey Responsibilities- Develop and maintain Quality and Training Program policies, goals, and reports to measure progress.
- Train and mentor Operational Supervisors on quality program scoring, expectations and requirements; assist with counseling regarding quality issues.
- Oversee new hire training; delegate resources for training, define training schedule, track feedback/progress for new hire groups during probationary period, and assist with training as needed.
- Coordinate and maintain library of department training materials, manage Knowledge Base content and updates which pertain to CustomerCare and communicate policy changes.
- Identify areas of service improvement: plan, develop, and lead training classes to address service improvements including analyzing department reports for trends and training opportunities, and work with fund trainer to coordinate other department training classes.
- Monitor and investigate service complaints; work with area managers and other departments to coach staff and resolve feedback.
- Train and mentors QA & Training and CRM & Training supervisors; work with supervisors to monitor staff quality performance and staff training needs.
- Partners with management team on project planning, department strategy and communication; looks for and makes suggestions for system and process improvements; communicates changes in procedures and protocol to staff.
- Regularly updates job descriptions; monitors and tracks performance goals for supervisors; prepares and presents yearly supervisor appraisals; helps determine annual salary adjustments and bonuses.
- Consistently apply company personnel policies and department rules including compliance with HIPAA privacy standards; works closely with union personnel, union stewards and Human Resources to anticipate and effectively resolve potential conflicts; prepares for and attends grievance hearings, if needed.
- Collaborate with Operational Department Managers for overall efficient operations and best practices including first call resolution. Back up CustomerCare Department Managers as needed.
- Assists with coordinating recruiting, onboarding, and training of CustomerCare Center employees; helps ensure adherence to assigned shifts and attendance policies as well as quality standards.
- Assist with call recording requests from outside the department while following call recording protocol.
- Serves as a member of the Business Continuity Planning Team
QualificationsQualifications- Bachelor's Degree and 3 years of relevant experience OR 5-7 years of related work experience
- 1 year of managerial/supervisory experience
- Significant knowledge and understanding of Fund business processes and benefits
- Ability to effectively multitask and handle multiple duties in a fast paced and high-pressure environment
- Demonstrated leadership and interpersonal skills
- Strong analytical skills with the ability to research an issue and either propose a solution or knows appropriate method to resolve
- Excellent oral and written communication skills
- Consistently demonstrates a strong work ethic and professionalism
- Ability to adapt and change while maintaining prioritization
- Open minded and challenges others to be willing to embrace change
- Must be flexible, dependable, and organized with good follow through
- Strong organizational skills with attention to details and ability to lead projects from concept to completion
CompensationAnnual Salary Range: $88,000 to $106,000(The posted range of pay represents the anticipated pay scale for this position. Final pay will be determined based on a variety of job-related factors, including, but not limited to, skills, experience, education, certifications, internal equity, and organizational needs.)
Benefits*We're proud to offer one of the most competitive total rewards packages in the nonprofit and benefits administration sectors, including:
- 100% company-paid family insurance benefits including health, dental, RX & vision
(comprehensive coverage with low deductibles)
- 100% company-funded pension plan (at no cost to the employee)
- Health care and dependent care Flexible Spending Accounts (FSAs)
- 401(k) retirement plan with company match
- Paid vacation and PTO days
- Flexible start times & hybrid work-from-home schedule
- Lunch stipend for onsite café
- Tuition reimbursement
* Please note that, though uncommon, the benefits described above are subject to change at the company's discretion.
