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Manager, Service Center Support

Company: Genex Services, LLC.
Location: Melville
Posted on: November 16, 2021

Job Description:

Company Overview The Enlyte Family of Businesses Mitchell - Genex - Coventry Enlyte is the parent brand of Mitchell, Genex and Coventry, an organization unlike any other in the Property & Casualty industry, bringing together three great businesses with a shared vision of using technology innovation, clinical services and network solutions to help our customers and the people they serve. Our suite of products and services enable our employees to help people recover from challenging life events, while providing opportunities for meaningful impact and career growth. Job Description The Service Center Support Manager will oversee a team of 8-10 customer support team members both remotely and in-office. The team supports our IME and Peer Review services mainly in NY and the surrounding NE states. The Service Center Support Manager duties will include, but are not limited to

  • Frequent review of performance and metrics, both at team and individual levels
  • Provides immediate supervision to support team, assigning tasks, checking work at frequent intervals, and maintaining schedules.
  • Creates materials and trains team members on new and existing processes.
  • Updates and creates internal Best Practice documentation as needed
  • Manage and track attendance
  • Recruit, select, counsel, and discipline employees
  • Ensure adherence to policy and procedure
  • Recommend system/process improvements based on technology and process changes
  • Facilitate team meetings/communicate information to team
  • Determine goals and objectives, set direction for the team
  • Provides reporting for and participates in Operations review discussions
  • Build a high performing team that executes on strategic vision and continually delivers on operational objectives
  • Foster an environment of continuous improvement and ensure staff is working at highest performance
  • Identify performance trends and create action plans to improve in low areas
  • Review and recommend compensation actions
  • Drives improvements to customer experience Qualifications Knowledge of call center/office processes and procedures, including the definition, monitoring and maintenance of call center/office metrics, issue resolution parameters and escalation processes--- Experience in the IME and Peer Review industry preferrable--- Strong interpersonal skills including but not limited to: problem solving, decision making, influencing, change management, written and oral communications along with the ability to work effectively with diverse groups--- Exceptional team player with high degree of integrity and professionalism--- Written Abilities: Proficient grammar, sentence structure, and written communication skills--- Technical Experience: Intermediate to advanced computer skills in Microsoft Office - Outlook, Excel, Word. Preferred skill in resource tools such as Salesforce.com and other personnel management applications--- Education: Bachelor's Degree highly preferred or equivalent work experience. Benefits We're committed to supporting your ultimate well-being through our total compensation package offerings that support your health, wealth and self. These offerings include Medical, Dental, Vision, Health Savings Accounts / Flexible Spending Accounts, Life and AD&D Insurance, 401(k), Tuition Reimbursement, and an array of resources that encourage a lifetime of healthier living. The Company is an equal opportunity employer, values the diversity of our workforce and the knowledge of our people. The Company does not discriminate against an applicant or employee on the basis of race, color, religion, national origin, ancestry, sex/gender, age, physical or mental disability, military or veteran status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other characteristic protected by applicable federal, state or local law. #LI-ALLEXIS

Keywords: Genex Services, LLC., New Haven , Manager, Service Center Support, Executive , Melville, Connecticut

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