29 days old

Call Center Manager - Group Insurance

Hartford, CT 06132

*Relocation to San Antonio, TX required. Relocation allowance provided*

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions underpinned by the worlds largest delivery network Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 469,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

Business Process Delivery professionals execute repeatable core business processes and/or technical transactions with a focus on efficiency, first-time quality and overall continuous process improvement.

The Call Center Manager for Group Insurance will support new work for a large insurance client.

Job Responsibilities:

+ Oversees multiple teams of customer service representatives whose primary function is to handle customer service inquiries via inbound calls

+ Acts as the overall escalation point for all types of issues people, process and technology before presenting to the client

+ Accountable for the overall skill competency and development of his her direct reports through performance coaching, mentoring and talent development efforts

+ Accountable for overall service level performance of associates according to established policies and business rules set by the client in the day to day operations through an effective monitoring and management of team performance

+ Performs customer request problem identification and follows defined procedures to resolve correctly.

+ Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution

+ Responsible for ensuring staff s understanding of contractual and regulatory requirements and reporting immediately all suspected or confirmed issues or concerns to a manager and or the Compliance Department and provides leadership, mentoring, and supervision of staff.

+ Performs Root Cause Analysis RCA for performance deviations and implement improvement plans and associate coaching as needed and studies and analyzes VOC Voice of the Customer trends and customer feedback and works towards improving performance.

+ Understands responsible for product knowledge, industry knowledge, and business and professional skills by participating in on the role training and classroom training

+ Demonstrates understanding of the customers business needs or market and maintains high customer satisfaction ratings

+ Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback

+ Accountable for management of the team

Basic Qualifications:

+ Minimum 3 years of experience in Group Life and/or Group Disability Insurance management process interpreting and applying member contracts and benefits.

+ Minimum 3 years of experience managing call center operations

+ Minimum 3 years of experience with client-vendor relationship management

Preferred Qualifications:

+ Knowledge of ICD 9 and ICD 10 and CPT codes

+ Experienced with SLA Quality Call Center Management

+ Experience managing large teams

+ Experienced in Operational Excellence

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture.

Equal Employment Opportunity Statement

Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. Our rich diversity makes us more innovative, more competitive and more creative, which helps us better serve our clients and our communities. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Accenture is committed to providing veteran employment opportunities to our service men and women.

For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement

Requesting An Accommodation

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require an accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired. If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll-free at 1 (877) 889-9009, send us an email or speak with your recruiter.

Other Employment Statements

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

Unless expressly indicated, this role is not open in the state of Colorado.

Posted: 2021-04-16 Expires: 2021-05-16

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Call Center Manager - Group Insurance

Hartford, CT 06132

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