Workforce and Reporting Manager

Summary

This position is accountable for managing one or more teams responsible for customer service. Manages the day-to-day operations and workload issues for staff.

Description

Position Purpose:

This position is responsible for leading and managing all projects for a division or department to include defining, developing, and providing information to

drive the decision-making process. Coordinates the strategic planning of assigned area, including supervising staff assigned to projects.

Logistics

This position is full-time (40 hours/week) Monday – Friday in a typical office environment with flexible hours between 8:00 AM EST - 6:00 PM EST. Overtime and weekends maybe required for business needs. This role is located at 17 Technology Circle in Columbia, SC.

What You'll Do

• Organizes and manages customer service staff and/or customer service teams for a line of business or department. Assigns work to associates within the team(s). Assists staff by providing guidance and assistance with questions and problems encountered. Handles escalated or sensitive customer matters.
• Manages performance to ensure that individual productivity, quality and timeliness standards are met. Monitors individual and team performance to ensure all customer requirements are met or exceeded. Monitors and analyzes reports/statistics, processes, and resources to provide maximum efficiency and effectiveness for all functions.
• Ensures appropriate training for all associates to ensure that the most current guidelines are always being followed. Conducts coaching sessions to ensure development of staff within team. Conducts team meetings and communications to ensure consistency.
• Encourages, facilitates, and initiates process improvements. Ensures that the department is in compliance with all company and government regulations.
• Monitors expenses and prepares annual budget for team.
  
  

To Qualify For This Position, You'll Need

• Bachelor's degree.
• 2 years of health related or customer service work experience.
• 1 year of supervisory experience OR 1 year of equivalent military experience in grade E4 or above.
• Excellent communication, decision making, analytical, and problem-solving skills.
• Excellent interpersonal, time management, and leadership skills.
• Superior customer service orientation.
• Microsoft Office.
  
  

We Prefer You Have

• 3 years of workforce management experience.
• The ability to apply necessary principles of workforce management to overcome daily challenges of forecasting contact center workload, scheduling staff, and managing service levels, in order to reduce overhead and increase customer satisfaction and experience as defined by contract requirements.
  
  

What We Can Do For You

Our comprehensive benefits package includes:

• 401(k) retirement savings plan with company match.
• Subsidized health plans and free vision coverage.
• Life insurance.
• Paid annual leave – the longer you work here, the more you earn.
• Nine paid holidays.
• On-site cafeteria and fitness centers in major locations.
• Wellness programs and a healthy lifestyle premium discount.
• Tuition assistance.
• Service recognition.
  
  

What To Expect Next

After submitting your application, our recruiting team will review your resume to ensure you meet the qualifications. This may include a brief telephone interview or email communication with our recruiter to verify resume and salary requirements.

Management will be conducting interviews with the most qualified candidates, with prioritization given to those candidates who demonstrate the preferred qualifications.

We participate in E-Verify and comply with the Pay Transparency Nondiscrimination Provision. We are an Equal Opportunity Employer.

Some states have required notifications. Here's more information.

Equal Employment Opportunity Statement

BlueCross BlueShield of South Carolina and our subsidiary companies maintain a continuing policy of nondiscrimination in employment to promote employment opportunities for persons regardless of age, race, color, national origin, sex, religion, veteran status, disability, weight, sexual orientation, gender identity, genetic information or any other legally protected status. Additionally, as a federal contractor, the company maintains Affirmative Action programs to promote employment opportunities for minorities, females, disabled individuals and veterans. It is our policy to provide equal opportunities in all phases of the employment process and to comply with applicable federal, state and local laws and regulations.

We are committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities.

If you need special assistance or an accommodation while seeking employment, please e-mail [email protected] or call 1-800-288-2227, ext. 47480 with the nature of your request. We will make a determination regarding your request for reasonable accommodation on a case-by-case basis.