Job Title: Manager - Eligibility & Enrollment (Manager)

Location: Louisville, Louisville (Lateral Provider)

Job Summary:

The Manager - Eligibility & Enrollment will oversee the customer service operations within the eligibility and enrollment process. This role requires a strong understanding of customer service operations to ensure that all processes are executed efficiently and effectively. The ideal candidate will lead a team dedicated to providing exceptional service to clients while ensuring compliance with industry standards and regulations.

Responsibilities:

• Manage and oversee the daily operations of the eligibility and enrollment team, ensuring high-quality customer service delivery.
• Develop and implement strategies to improve customer service operations and enhance client satisfaction.
• Monitor team performance metrics and provide coaching and feedback to team members to achieve operational goals.
• Collaborate with cross-functional teams to streamline processes and resolve any operational issues.
• Ensure compliance with all relevant regulations and company policies related to eligibility and enrollment.
• Conduct regular training sessions for team members to enhance their skills and knowledge in customer service operations.
• Analyze customer feedback and operational data to identify areas for improvement and implement necessary changes.
• Prepare and present reports on team performance, customer satisfaction, and operational efficiency to senior management.

Mandatory Skills:

• Strong knowledge of customer service operations, particularly in the context of eligibility and enrollment processes.
• Proven experience in managing teams and driving performance in a customer service environment.
• Excellent communication and interpersonal skills, with the ability to build relationships with clients and team members.
• Strong analytical and problem-solving skills, with a focus on data-driven decision-making.
• Ability to work in a fast-paced environment and manage multiple priorities effectively.

Preferred Skills:

• Experience in the BPO, KPO, or Call Centre industry.
• Familiarity with industry regulations and compliance standards related to eligibility and enrollment.
• Proficiency in customer relationship management (CRM) software and other relevant tools.
• Project management experience, with a focus on process improvement initiatives.

Qualifications:

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 5 years of experience in customer service operations, with at least 2 years in a managerial role.
• Demonstrated success in leading teams and achieving operational goals.
• Strong understanding of customer service best practices and industry trends.