Join arenaflex, a leading innovator in the healthcare industry, as we continue to revolutionize the way we deliver exceptional customer experiences. As a key member of our Customer Operations leadership team, you will play a critical role in overseeing the Federal Government Programs Call Center, Correspondence, Grievance and Appeals, and IVR teams. This hybrid role requires onsite presence in our Rancho Cordova, California office 1-2 times per week to support collaboration and team engagement.
**About arenaflex**
arenaflex is a forward-thinking organization dedicated to safeguarding the health and financial stability of our employees and their loved ones. Our commitment extends beyond the workplace to foster personal growth and holistic wellbeing. We believe in creating a culture of growth and learning, where our employees can thrive and reach their full potential.
**Job Summary**
As a seasoned professional with 8+ years of experience in a contact center environment, you will be responsible for managing daily operations, driving strategic goals, and ensuring service excellence by meeting or exceeding key performance indicators (KPIs). You will identify opportunities to enhance processes and customer experiences, mentor and develop team members, and foster a customer-centric culture. Additionally, you will collaborate on cross-departmental projects, contribute to initiatives that support operational excellence, and promote employee engagement and job satisfaction.
**Responsibilities**
- Coordinates staff activities of the inbound contact center through supervisors, including setting goals, planning workloads, resolving issues, and coaching and developing the team.
- Participates as a member of the contact center team to identify and adopt production, quality, performance/service and regulatory compliance changes in various states.
- Ensures system enhancements are implemented to meet new business or regulatory compliance requirements and to improve operating efficiency.
- Works collaboratively with internal training teams to develop written training materials and coordinate training.
- Develops, monitors and reconciles an annual operating plan, budget, and staffing.
- Analyzes KPI's, systems and processes to identify trends or issues and make recommendations for better customer and employee experience.
- Coordinates new project activities through planning with other managers and supervisors to ensure that objectives are accomplished in a timely and cost-effective manner.
- Collaborates cross-functionally with other departments regarding policies and procedures, claim processing, and inquiry resolutions.
- Acts as the key point of contact for responding or presenting to internal and external auditors.
- Keeps informed of upcoming technology and industry changes and understands the impacts to the department at a high level to communicate needs to business partners and leaders.
**Qualifications**
- 8+ years' experience in a contact center environment with 3-5+ years supervisory/management; HS diploma/GED required.
- Strong leadership skills.
- Strong initiative and demonstrated organizational, time management, and project management skills with the ability to maintain attention to detail.
- Excellent verbal, written, and interpersonal communication skills to convey priorities and information to a wide range of audiences.
- Analytic and problem-solving abilities.
- Strong knowledge and application of English grammar, composition, editing and proofreading skills.
- Working knowledge of Contact Center concepts, telecommunication technology, and contact center business systems.
- Negotiation and dispute resolution skills.
**Benefits and Perks**
- Competitive base and incentive pay
- 401(k) with robust matching and non-matching contributions
- Rich medical & pharmacy benefits
- 100% employer-paid dental and vision benefits
- Holistic wellbeing program with deep financial incentives
- Generous paid time off plus 12 paid holidays and your birthday off
- Culture of growth and learning: career development; tuition reimbursement; recognition program
- Family support: adoption assistance, fertility treatment, child, elder & pet care assistance
- Social responsibility and volunteer opportunities
- Employee discount program
**Work Environment and Culture**
arenaflex is committed to creating a workplace that is inclusive, diverse, and supportive. We believe in fostering a culture of growth and learning, where our employees can thrive and reach their full potential. Our team is passionate about delivering exceptional customer experiences and making a positive impact in the lives of our customers and employees.
**Compensation**
The national base pay range at arenaflex is a competitive salary, with a pay grade of 20. The actual pay may vary based on arenaflex's assessment of the candidate's knowledge, skills, abilities (KSAs), related experience, education, certifications, and ability to meet required minimum job qualifications.
**How to Apply**
If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Click the link below to submit your application and join our team at arenaflex.
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer. We are committed to building and maintaining a diverse and inclusive workplace for all employees. Applicants will not be discriminated against because of race, color, religion, creed, national origin, ancestry, citizenship status, sex (including pregnancy), sexual orientation, gender or identity expression, age, disability, marital status, medical status, veteran status, or any other status protected under federal, state, or local law.