Service Operations Supervisor
• Oversee 40+ employees in call center operations, <25 of which would be direct reports including telework home and remotely managed customer service representatives. Streamlined processes within office location to reflect Aetna's policies and procedures administered site-wide within Meritain Health.• Actively listens to client objectives and concerns to maximize satisfaction and meet service guarantees. Partner with advocates to ensure customer service department is continuously trained and equipped to support implementation of plans for employer groups.• Identifies areas of opportunity within groups and individual accounts to create quick tips and guides for staff and ensure information is accurately presented with a consistent level of service. • Service callers across multiple lines of business including self-funded and fully insured accounts based on business need and performance guarantee.• Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service. Centralized and available to staff to answer questions, monitor calls and give ongoing feedback.• Assess individual and team performance on a regular basis and provide candid and timely feedback regarding developmental and training needs; includes completion of monthly and annual scorecards.• Attracts and retain high caliber, diverse talent able to successfully achieve or exceed business goals. Builds a cohesive team that works well together and strategically coordinate seating arrangements to support that structure.
