This role is responsible for managing front-line teams at Capital BlueCross and are responsible for the overall Provider/Member Service experience within designated customer segments. This incumbent will be responsible for the overall success of their teams through effective management and measurement of team performance. They are accountable for overall satisfaction of provider segments within their scope by establishing team goals and objectives and how they are met.

• 50% - Leadership: Lead, Develop and Maintain front-line leadership. Manages Team Leads and entry level professional staff. Leads multiple teams to meet performance and business metrics. Hires, trains and motivates supervisory team. Ensure staffing needs are met. Effectively manages and measures the work of every team member; regularly providing feedback and support by reinforcing or correcting performance. Actively participates in recruiting and selection of team members. Develops long term capability and bench strength within the team. Responsible for building team competency and skills. Actively drives change within team/function. Hold team accountable for performance against goals.
• 25% - Customer Centric: Ownership/accountability for overall customer experience within designated customer segment. Contributes to overall success of CBC by delivering multiple team business objectives. Honor all customer commitments. Own the business metrics, cycle time, and quality experience for customer segment, customer service satisfaction results. Seek out opportunity for improvement and sponsor opportunity for improvement.
• 25% - Ensure execution of company policies and procedures. Sets clear goals and objectives; cascades goals of organization and function to employees to ensure alignment; clearly identifies roles, responsibilities, and expectations of every team member. Manages leadership pipeline. Actively participates in annual budgeting process. Manages team budget. May be involved in vendor/supply price negotiation. Pay for performance decisions. Approves performance reviews and compensation.

Skills:

• Demonstrated written and verbal communication skills
• Ability to pass licensing exam (if applicable)
• Demonstrated proficiency with Windows (Outlook, Word, Internet Explorer, Excel and PowerPoint)

Knowledge:

• Understanding of WorkForce Management concepts (e.g., forecasting, scheduling).

Experience:

• 5 years of experience in customer service.
• 1 year staff, team lead or project lead experience.
• Sales experience (if applicable).
• Previous Call Center Management experience a plus.
• Demonstrated coaching and mentoring to improve performance.
• Presentation experience to small and/or large groups.

Education and Certifications:

• High School Diploma or GED.
• College educated a plus.
• License to sell a plus, may be required for some position(s).

We recognize that work is a part of life, not separate from it, and foster a flexible environment where your health and wellbeing are prioritized. At Capital you will work alongside a caring team of supportive colleagues and be encouraged to volunteer in your community.  We value your professional and personal growth by investing heavily in training and continuing education, so you have the tools to do your best as you develop your career. And by doing your best, you’ll help us live our mission of improving the health and well-being of our members and the communities in which they live.