Our client is a Customer Acquisition Agency that is looking for a new Health Insurance Call Center Manager to join their team in Boca!
Reports to : Channel Development Director
FLSA Status : Exempt
Annual Salary : $125-135K
Location : Boca Raton, Florida (Onsite)
Position Summary :
The Call Center Manager is responsible for building and overseeing a successful team of agents that enroll prospective clients in health insurance.
They will play a critical role in the development and execution of strategies designed to enhance the customer experience.
The role requires a high performer with a well-rounded set of skills who will become an expert in all aspects of the health insurance enrollment process and help manage a team as their lead point of contact.
Responsibilities
- Manage, train, and motivate a team of enrollment agents to achieve performance targets and deliver exceptional customer service.
- Oversee daily enrollment activities and ensure a unified customer service approach, efficiency, and compliance with regulations and policies.
- Monitors calls or correspondences between agents and customers.
- Stay informed on changes in insurance and healthcare regulations and trends to ensure agents are providing reliable information.
- As needed, support agents with offering details to customers about healthcare and insurance plan options and promote insurance offerings to meet business targets.
- Analyze agent performance and customer feedback to identify areas for improvement and implement corrective actions.
- Other duties as assigned or as necessary to support the overall business needs.
Skills
- Leadership
- Problem Solving
- Customer Service
- Analytical Thinking
- Training
- Microsoft Office Suite
- Strong verbal and written communication
Qualifications
- 3+ years of customer service experience.
- Bachelor's degree in business administration or related field preferred.
- Experience with minimum span of control on a shift or in a contact center of at least 50 agents.
- 1-2 years of experience in office or contact center processing or selling ACA or Medicare products preferred.
- Familiarity with health insurance products and enrollment.
Hours & Schedule
- Monday - Friday, 9 : 30 am to 6 : 30 pm EST; and potential for some selective Saturdays.
- This onsite role in Boca Raton, Florida involves managing a team of agents also based at that location.
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