Vice President of Customer Engagement Job Vacancy in Confidential Philadelphia, PA – Latest Jobs in Philadelphia, PA

Are you looking for a New Job or Looking for better opportunities?
We got a New Job Opening for

Full Details :
Company Name :
Confidential
Location : Philadelphia, PA
Position : Vice President of Customer Engagement

Job Description : Candidates for this role must be located within 3 hours of Philadelphia, PA. This role will be expected to travel into the Greater Philadelphia area. Candidates must have experience with managing multiple business lines/ customer lines within the call center atmosphere and have had offshore and onshore management experience within the call center structure.The Vice President, Customer Engagement (Call Center) will be responsible for the overall strategic planning and execution on all aspects of our customer service operations.The primary duties of this role include establishing multi-channel strategies to ensure that customers receive guidance and answers on their preferred method of communications; leadership of processes for the continuous and measurable improvement of the customer experience; tactical emphasis is on evidence-based customer care, quality management, workforce planning, operational efficiency, continuous process improvement, recruiting, coaching and training. The Vice President’s success is measured by the organization’s ability to provide high quality services to customers while meeting all regulatory requirements; improving operating performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics. The leader in this role actively contributes to the overall company strategy.Primary Responsibilities Also Include: · Develop strategic, operational and tactical business plans to achieve the desired business goals· Drive growth and retention through customer satisfaction· Create a ubiquitous and integrated customer experience and balance channel workload / demand· Recruit, attract, develop, coach, motivate and retain a high performing team of managers, agents and other professionals· Review and direct service operations performance to meet and exceed business goals· Maintain a positive work environment that supports self-direction; provide a structure to optimize experience, skill, knowledge and capability of the team· Proactively seeks means of improving efficiency and effectiveness of inter- and intra-departmental processes· Reward business managers and professionals based on team and personal contribution and performance· Build and maintain collaborative relationships and alliances with internal and external customers, to achieve business goals· Manage budget and control expenses while meeting operational, financial and service requirements.Key Job Requirements: Education:Bachelor’s Degree required or required equivalent experienceFifteen years’ experience in multi-product healthcare insurance setting with a minimum of 10 years in a senior level management positionSkills/Abilities:Prior Leadership experience in multi-channel customer service (both in the US and offshore) with demonstrated results in customer satisfactionExperience in supporting external customers in a TPA setting preferredMulti-product experience, managed care, commercial, employer sponsored and exchanges highly desirableDemonstrated understating of all Healthcare operational processes from enrollment to claim payment preferredKnowledge or experience in business development and onboarding external clients desirableKnowledge of State and Federal healthcare programs and corresponding regulatory requirementsDevelop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous process improvementProven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center as well as across operating areasExpert knowledge of and experience in developing and managing budgets preferredExperience in managing cross-functional teamsExcellent organizational, interpersonal, time management and communications skills. Demonstrated leadership experience, conflict resolution and independent decision-making skillsExpert process and project management abilityStrong influencing, negotiation and analytical skillsJob Type: Full-timePay: $185,000.00 – $200,000.00 per yearBenefits:401(k)Dental insuranceHealth insurancePaid time offVision insuranceSchedule:Monday to FridaySupplemental Pay:Bonus payAbility to commute/relocate:Philadelphia, PA: Reliably commute or planning to relocate before starting work (Required)Education:Bachelor’s (Required)Work Location: One location

This post is listed Under Pennsylvania jobs

Disclaimer : Localpublic.in works to publish latest job info only and is no where responsible for any errors. Users must Research on their own before joining any company