Job description

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• Self-service lead – Member Portal, Provider Portal, chat, SMS text, chatbots, IVR

• Oversight and integration of new business in MI, CA and new opportunities

• Oversight of Off-phone staff – 1 Supervisor and 11 staff

• Daily management and oversight of call queues, IVR strategy, and project-based reporting

• Support telephony relationship with Barry Communication

• Manage 1st Call Resolution Initiative

• Support Claims Transformation Project

• Support Business Continuity Planning

• Manage the Cyracom translation relationship

• Managing IT systems escalations with other manager

• Support hiring process

• Support CRM implementation and systems

• Dashboard development

• Bachelor's Degree preferred or equivalent experience
• Seven years of customer service experience
• Project Management skills
• Excellent communication skills
• Strong analytical and problem-solving skills
• Logical and ordered way of thinking
• Self-driven. Has a vision and drives to it
• Requires only general strategic guidance
• Directs a team, or several teams of colleagues through project lifecycles
• Experience creating both analytical and performance reports
• Initiates change of direction when problems are detected and provides possible solutions
• Working knowledge of various technologies is preferable
• Knowledge of Microsoft Office suite of products
• Ability to commit to nights and weekends
• Travel to Boston and local offices for monthly meetings

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Job Type: Full-time

Ability to commute/relocate:

• Boston, MA 02108: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• This position may require completing tasks that are auto assigned at certain times throughout the day/night. Are you committed to being available at assigned times as needed?

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