Call Center Manager

Job Summary: Responsible for overall site success by managing the day-to-day operations of a 20-25 person Call Center and remote workforce. Act as the central point of contact for department escalations. Be responsible for meeting all contractual requirements, managing HR matters, planning, forecasting, staffing, interviewing, hiring/firing, coaching, employee development, scheduling, training, site specific communication, and employee engagement and retention.

Be available to work evenings, weekends and holidays as required.

100% ON-SITE in Clifton, NJ

Salary Range: $62,000-67,000 annually

Duties and Responsibilities:

• Manage the day-to-day activities of the Call Center.
• Provide timely and accurate communication to all internal and external customers and stakeholders.
• Coordinate work efforts for each line of business to meet contractual service obligations.
• Ensure quality assurance, perform routine call monitoring, coaching, scoring, provide feedback, and take ownership of monthly and ad-hoc reporting.
• Recruit, interview and ensure training in place to maintain proper staffing levels.
• Forecast, plan and schedule staff based on call volume drivers. Coach and engage employees to retention top talent.
• Provide support for escalated issues.
• Develop and implement employee development strategies.
• Provide ongoing training and ensure the team adheres to all company training requirements.
• Ensure customer service and management activities are done in a culturally competent manner.
• Performing ongoing maintenance and monitoring to ensure consistent quality of service standards are stellar.
  
  

Qualifications:

• High School Diploma/Bachelor Degree Preferred
• Minimum 5- 7 years Call Center experience
• Minimum 5-7 years Management experience
• Ability to leverage computerized systems to develop, measure and maintain team performance
• Proficient in Word, Excel, PowerPoint, Outlook
• Functional understanding of Call Center technologies and applications that allow day-to-day duties to be performed efficiently
  
  

Featured Benefits

• Competitive salary
• Potential to earn $1,000 sign-on bonus
• Vacation and Sick/Personal Time
• Medical Insurance
• Hearing Program Discount
• Short- & Long-Term Disability Insurance
• Life Insurance
• Flexible Spending Account
• 401(k)
• Employee Referral Program
• Employee Recognition
• Tuition Reimbursement
• Professional Development Training
  
  

About Benecard Services our affiliated companies:

Benecard Services, LLC

Benecard Services, LLC has been administering carve-out, fixed rate insured prescription drug benefit programs since 1990. Benecard is a full service, in-house prescription benefit administrator that includes mail and specialty drug dispensing. We are a premiere nationwide Prescription Benefit Administrator headquartered in Lawrenceville, New Jersey.

Website: http://www.benecard.com

BeneCard PBF

BeneCard PBF provides self-funded prescription benefit program administration with a personalized approach through focused, clinical expertise. Our business model operates on a customized claim processing system offering unlimited capability and flexibility to respond to client needs in an evolving marketplace. Advanced clinical programs and advanced technology provide the framework to maximize the use of all data elements available. This allows BeneCard PBF to filter the information, focus on clinical opportunities and facilitate interaction between the physician, the pharmacist and the patient to effectively promote complete health care. Headquartered in Bonita Springs, Florida.

Website: http://benecardpbf.com

National Vision Administrators

For over 40 years, National Vision Administrators (NVA) has been meeting the vision benefit needs of public employer groups, Health & Welfare Funds, Associations and Coalitions. Providing millions of people throughout the United States with vision care programs that help them be smarter buyers of eye care and eyewear, NVA is particularly well suited to address today's health benefit challenges as it relates to eye care. We offer cost-effective, customized vision benefit programs that are clinically integrated. We are proud of the fact that we have retained over 99% of our clients and believe it is the greatest testimony to the high-quality benefits and service satisfaction we provide to both our clients and their members. Headquartered in Clifton, New Jersey.

Website: http://www.e-nva.com

We are an Equal Opportunity employer.