Aptia Group · 20 hours ago
Senior Manager - Customer Experience
USA Florida
Full-time
Hybrid
Senior Level
7+ years expAptia Group is a leading professional services firm dedicated to simplifying complexity for businesses and individuals in the pensions, health, and insurance sectors. They are seeking a Senior Manager - Customer Experience to manage contact center operations, focusing on performance, customer satisfaction, and team leadership.
B2BBusiness DevelopmentEmployee Benefits
Responsibilities
Ensure a consistent approach for training, quality management, and SLAs / KPIs
Responsible for monitoring and partnering with Workforce Management to meet customer facing SLA’s
Supervise daily call flow, monitor calls, and ensure adherence to quality standards and procedures
Support Benefit Counselors and leaders through complex or escalated customer complaints and disputes, providing guidance
Monitor key performance indicators (KPIs) and implement strategies to improve efficiency and satisfaction
Analyze call data, report on team performance, and collaborate with other departments
Provides coaching, training and development needs to identify solutions
Interaction with peers and management on policies and internal operations
Understand the current level of client satisfaction regarding the overall customer service levels and statistics
Effectively communicate with clients to address and correct any escalated customer service concerns
Works with Workforce Management team and Business Leaders to ensure team and client needs are met
Carry out managerial responsibilities regarding employee issues
Assigning, directing, and evaluating work
Conducting performance evaluations, progressive counseling and career development discussions
Ensuring appropriate on-going education/training is completed
Provides critical input to the following people management responsibilities: Hiring and input into terminating employees, Promotion, salary and bonus actions, Demonstrate leadership, decision-making and relationship management skills
Formulate and review the strategy for continuity and risk management of the entire contact center operation
Oversees and monitors team productivity, efficiencies and performance
Works to maintain high level of team morale
Create and share intellectual capital and suggestions from colleagues for the benefit of the clients
Present to all levels of employees, leadership and clients
Qualification
Required
Minimum 7 years of experience leading multiple contact center teams, with additional 5 years of specific industry experience
Benefits administrations, COBRA, Spending Accounts experience required
Proven management experience required, with a focus on goal setting and coaching
Ability to work well under pressure, handle multiple deadlines, and work efficiently under tight deadlines
Experience building effective relationships
Track record of building diverse teams and managing a dynamic workforce
Strong verbal and interpersonal skills
Deep understanding of customer service principles
Company
Aptia Group
Aptia Group offers pension and employee benefits administration services in the U.S. and U.K.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Balamurugan Viswanathan
CEO and Founder of Aptia
Jeff Williams
President and CEO, Aptia
Recent News
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