/ Your Talent. Our Vision. / At Anthem, Inc., it's a powerful combination, and the foundation upon which we're creating greater care for our members, greater value for our customers, and greater health for our communities. Join us and together we will drive the future of health care .
This is an exceptional opportunity to do innovative work that means more to you and those we serve at one of America's leading health benefits companies and a Fortune Top 50 Company.
TheManager Customer Care IIprovides oversight for customer service staff and is responsible for establishing departmental policies and procedures and leading a high performing team. Primary duties may include, but are not limited to:
Responsible for establishing departmental policies and procedures.
Prepares, communicates and/or makes presentations of information to Sr leadership.
Serves as mentor to lower leveled managers; serves as subject matter expert for other areas of the company as well as within the department; has accountability for deliverables of a third party or vendor; manages multiple functions requiring unique sets of knowledge or has significant fiscal accountability over and above routine people/equipment costs; develops and manages annual operating budget; may be assigned to special project work consistent with the role and as dictated by the needs of the business; audits to monitor efficiency and compliance with policies; prepares specialized reports.
Hires, trains, coaches, counsels and evaluates performance of direct reports.
Manages, supports and coaches your direct reports enabling them to deliver great consumer care and helping them meet their performance objectives.
Monitors efficiency and compliance with policies and provides coaching when needed.
Makes informed decisions and solves problems using data analysis and critical thinking skills.
Achieves business results and strives to continuously improve for our consumers.
Demonstrates adaptability and flexibility when working on special projects that support business needs.
Engages and motivates direct reports within a busy call center environment.
Requires BA/BS; 2-3 years previous management experience and 5 years customer service experience;
Or any combination of education and experience, which would provide an equivalent background.
Experience in a service-oriented role, such as healthcare, hospitality, retail and/or call center environment.
Experience and demonstrated success in recognizing / developing talent and nurturing a team environment which results in open collaboration, strong business results and improved consumer experiences.
Successful candidates should have the following qualities:
o Kindness, compassion, empathy and a profound desire to help people
o Ability to build relationships and influence others
o Motivate and encourage teams, while providing guidance and driving quality and superior customer service
o Excellent verbal and written communication skills
o Adaptability and flexibility
o Accountability and execution oriented
o Curious/challenges the status quo
o Analytical and problem solving skills
o Creativity and critical thinking skills
o Quick and continuous learning style
Anthem, Inc. is ranked one of America's Most Admired Companies among health insurers by Fortune magazine and is a 2017 DiversityInc magazine Top 50 Company for Diversity. To learn more about our company please visit us at www.antheminc.com/careers . EOE. M/F/Disability/Veteran.
Job Customer Service
Equal Employment Opportunity Statement
Anthem, Inc. will recruit, hire, train and promote persons in all job titles without regard to age, color, disability, gender (including gender identity), marital status, national origin, race, religion, sex, sexual orientation, veteran status, or other status protected by applicable law. In addition, all personnel actions such as compensation, promotion, demotion, benefits, transfers, staff reductions, terminations, reinstatement and rehire, company-sponsored training, education and tuition assistance, and social and recreational programs will be administered in accordance with the principles of equal employment opportunity.
Title: Mgr II Customer Care Call Center- (136974) Required location Anthem office Fond du Lac, WI
Location: WI-Fond Du Lac
Requisition ID: 136974
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