Consumer Service Manager - Albany, NY

Public Partnerships LLC (PPL) supports individuals with disabilities or chronic illnesses and aging adults to remain in their homes and communities through self-directed care.

Our role as the nation's largest and most experienced Financial Management Service provider is to assist those eligible Medicaid recipients to choose and pay for their own support workers and services within their state-approved personalized budget.

We are appointed by states and managed healthcare organizations to better serve more of their residents and members requiring long-term care and ensure the efficient use of taxpayer funded services. Learn more at pplfirst.com.

Duties & Responsibilities :

• Plans, organizes, and prioritizes departmental goals and workload as assigned.
• Supervises Call Center Supervisor personnel, and provides oversight on team operations, schedules, and deliverable production.
• Maintains adequate staffing to deliver consistent, timely and accurate service to customers per forecasted call volume.
• Remains current on applicable payroll / tax requirements, project goals, and corporate policies and procedures.
• Establishes and maintains superior relationships with staff at other locations.
• Models positive behaviors, mentor staff and ensure consistent adherence to quality assurance measures.
• Responsible for learning program rules of assigned projects to ensure ability to respond to customer service inquiries.
• Responsible for developing excellent working knowledge of operating platforms required to fulfill job responsibilities.
• Analyzes, interprets, and reports program performance, as well as develop & execute action plans,
• Assists customers calls escalated to managerial level, confirm all complaints responded to per contract requirements.
• Coaches and motivates staff to meet growth and leadership opportunities.
• Monitors quality and productivity of teams and provides feedback in a positive and proactive manner.
• Ensures all employees are trained to perform job functions, while facilitating refresher training as needed.
• Ensures staff remain current on program payroll and tax requirements and policies and procedures.
• Works with all other operational areas to ensure timely resolutions to internal and external customer inquiries.

Required Skills :

• Excellent interpersonal skills with the ability to establish relationships with co-workers, all levels of management and outside clients.
• Demonstrated understanding of GAAP.
• Strong analytical and problem-solving skills.
• Excellent planning and organizational skills to balance and prioritize work.
• Ability to manage time effectively in a fast-paced environment.
• Ability to effectively problem-solve in tense, stressful situations

Qualifications :

• Bachelor's degree or equivalent experience required.
• 5+ years progressive customer service experience
• 3+ years prior supervisory experience, with multiple reports, experience managing front-line supervisors, experience managing remote sites preferred.

Working Conditions :

• Office setting or remote.
• Hours range from 8am-8pm. Multiple shifts available.

Supervisory Responsibility :

• Supervise Call Center Managers and / or Supervisors personnel, and provide oversight on team operations, schedules and deliverable production.
• A minimum of 6 direct reports.

The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification.

It is not intended to be construed as an exhaustive statement of all duties, responsibilities or skills of personnel so classified.

Compensation & Benefits

• 401k Retirement Plan
• Medical, Dental and Vision insurance on first day of employment
• Generous Paid Time Off
• Continuing Education Assistance Program
• Employee Assistance Program and more!

Public Partnerships is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion.

We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences.

At PPL, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications.

We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and / or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law.

PPL will not tolerate discrimination or harassment based on any of these characteristics.