Manager, Member Services

The Manager, Member Services is responsible for the day-to-day operational oversight of the Member Service Contact Center to meet our company goals. In cooperation with the Director of Member Services, the Manager sets expectations for superior service on each interaction with a member. This role directs the Member Services team to quickly respond and solve problems as they arrive in a way that supports the customer and the business goals. This role maintains customer and team member satisfaction by providing problem-solving resources and resource allocation.

Essential Job Responsibilities Include:

• Responsible for the daily operations of the Member Services Department including direct oversight of the management team.
• Manages and maintains service procedures, policies, metrics, and standards that align with the company vision of best-in-class service and as a destination employer with consideration for the experience of our employees.
• The Manager analyzes reports on inbound calls, representative quality and efficiencies, and statistics to improve the overall performance of the department.
• Provide leadership, development, and coaching, actively engaging and supporting the development of your team to ensure better performance and succession planning.
• Contribute to the design and implementation of programs and projects which impact the contact center.
• Conduct regular one-to-ones with direct reports, developing a culture where training and development are part of the team, identifying actions and collaborating with trainers to ensure the skills and knowledge are developed effectively.
• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight to enhance the customer experience.
• Embed a performance culture, framework, and review processes to achieve service levels and improvements against set targets.
• Building and maintaining effective internal and external stakeholder relationships
• Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.
• Work with the Workforce Management team to ensure the most effective resource plans are developed and achieved.
• Ensures service targets, SLA’s and KPI’s are continually reviewed, and expectations are met with optimum levels of quality & service delivery.
• Identify and instill best practice, processes and systems and drive a continuous improvement environment in the contact center.
• Develop and effect action plans for achieving targets for daily operations.
• Conduct needs assessments, cost-benefit analysis, and technological requirement to determine operational strategies for target realization.
• Support standards for customer service and call handling.
• Conduct performance reviews, production analysis, productivity outcomes, quality trending, and customer-service standards, contributing information and analysis to organizational strategic plans and reviews.
• Contributes to innovative planning for contact center systems by collaborating with key stakeholders during the planning, developing, and deployment of end-user functionalities, user acceptance test plans, and planning and controlling implementations.
• Maintains and improves contact center operations by monitoring system performance, identifying and resolving problems, preparing, and completing action plans, and managing system and process improvement and quality assurance programs.
• Collaborates with Manager, Quality and Training to devise an onboarding and ongoing training plan and communication job expectations.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Maintains operational status of the business by tracking emerging trends in the contact center and communicating performance milestones/barriers to senior leadership.
• Contributes to professional development by attending manager training, peer to peer mentoring, personal networking, and participating in professional organizations.
• Model the organizational culture and values.

Required Skills / Experience:

• Bachelor’s Degree or equivalent work experience required.
• 3+ years’ experience leading contact center teams
• Employee Benefits or Healthcare experience required; Pharmacy Benefits experience preferred.
• Strategic thinker with strong analytical skills; with the ability to utilize data to drive business performance. 
• Experience delivering performance and creating engagement in a virtual team environment.
• Proven experience of managing a contact center and first line managers
• Able to develop and nurture improved performance of service.
• Excellent communication, engagement, and development of leadership skills
• Extensive experience with Call Center technology and systems
• Proven track record of success in leading & developing leaders.  
• Demonstrated ability to balance culture & employee needs with performance.
• Can articulate learnings and best practices for scaling a call center operation within an ever-changing, quickly growing business.
• Experience with implementation and expansion of technology & systems as a core mechanism for call center success.
• Ability to collaborate and lead initiatives both within the department and across the business and enterprise. 
• Demonstrated success managing new initiatives while meeting operating and fiduciary requirements.
• Excellent time management, planning, organizing, and prioritizing skills.
• Team-oriented, self-motivated, performance-driven
• Business acumen to support senior leaders.
• Must be non-biased and confidential in all work activities.
• Willing to travel to Birmingham, AL corporate office as needed.

Based on relevant market data and other factors, the anticipated hiring range for this role is $73,600 - $82,000 annually. Final compensation rates will be determined based on various factors, including but not limited to experience, skills, knowledge, and internal equity considerations. This role is also short-term incentive eligible. Incentive amounts will vary by individual and business goals. 

We are committed to fair and equitable compensation practices. The final salary offered to the selected candidate may vary from the posted range due to individual qualifications. Our goal is to ensure that all teammates are compensated fairly and competitively based on their contributions to our organization.

RxBenefits is also committed to providing best in class benefits to our teammates.  We offer a robust total rewards package that includes:

• Remote first work environment
• Choice of a HDHP or PPO Medical plan, we pay 100% of the premium for the HDHP for you and your eligible family members
• Dental, Vision, Short- and Long-Term Disability, and Group Life Insurance that we also pay 100% of premiums (for your family too on Dental and Vision)
• Additional buy-up options for Short- and Long-Term Disability and Life Insurance
• 401(k) with an employer match up to 3.5% available after 60 days
• Community Service Day to give back and support what you love in your community
• 10 company holidays including MLK Day, Juneteenth, and the day after Thanksgiving plus a floating holiday to use as you like
• Reimbursements for high-speed internet, we’ll send you a computer and monitors to help you do your best work
• Tuition Reimbursement for accredited degree programs
• Paid New Parent Leave that can be used for adoption or birth
• Pet insurance to protect your furbabies
• A robust mental health benefit and EAP service through Spring Health to support you when you need it most