The Performance Manager plays a crucial role in our organization’s success, overseeing daily operations and setting the tone for our workplace culture. This role involves fostering team engagement in a virtual environment, providing continuous coaching, and driving high performance. The Performance Manager is responsible for developing colleagues’ skills, maintaining compliance, and driving productivity. They act as a key support system for agents, addressing concerns, and ensuring adherence to performance standards. This role is essential for maintaining a motivated, efficient, and high-performing team.
The collective Customer Care team is responsible for providing support across nearly the entire lifecycle of the Member Experience, including Pre and Post Enrollment Questions, Applications, Funding, Lifetime Advocacy, Escalations, and Online Chat support.
As staffing and inbound volume fluctuates seasonally, Customer Care Performance Managers may be assigned to different specialties according to business needs. In all team management assignments, these PMs will be responsible for effectively coaching and managing high performance standards, while fostering a culture of engagement and continuous improvement. Patience, the ability to listen, and recognizing the various needs of the team are essential. Adapting communication and management styles based on team members’ individual needs is crucial. Objections are managed and overcome with knowledge, patience, and understanding. There may be additional seasonal assignments to special projects and/or to provide support to other operational teams (examples- Recruiting, Pre-Licensing Workshop, Cert Mentors, etc…).
The three primary team specialties are as follows:
Phone CSR
The Customer Service Representative role includes six specialties: Application Customer Service Representative (ACSR), Customer Service Representative (CSR), and Dual (CSR/ACSR).
Offline CSR
The Offline Customer Service Representative role includes four specialties: Escalation and Resolution Specialist (ERS), Chat/Email Representative, Service Offline Administrative Resource (SOAR), and Technical Customer Service Representative (TCSR).
Flex Team
The Flex Team includes licensed Benefit Advisors who will provide customer service and enrollment support depending on the time of year. During the annual enrollment period (AEP), they will enroll participants across New Medicare, IFP, and Member Experience. This group will also expand each season to include unlicensed Pre-Enrollment Specialists who primarily support renewal activities for the fall.
The Responsibilities
Directly support a team of 10-20 front line Customer Care Representatives
Communicate team objectives and set individual goals accordingly
Provide positive and adjusting feedback, and ongoing coaching as appropriate
Develop and document personalized plans to enhance strengths and address opportunities
Understand individual and team’s motivations to foster a positive and high performing culture
Continuously review calls with agents to recognize strengths and address improvement opportunities
Ensure effective call processes by using a conversational approach, conducting thorough needs analyses, and maintaining high customer experience standards while ensuring compliance
Drive performance by utilizing dashboards and reporting
Keep team members engaged in a virtual environment and foster team camaraderie
Develop colleague knowledge and skills, and maintain high product and industry knowledge
Oversee AEP Readiness activities, including onboarding, nesting, certifications, etc.. to ensure seasonal preparedness
Take ownership of special assignments and projects as needed
The Requirements
One or more seasons experience in a customer facing, Via Benefits Service Center role
Consistently demonstrates WTW Core Values of Client Focus, Teamwork, Integrity, Respect, and Excellence
Demonstrates a desire for growth and a willingness to take on new challenges to enhance skills
In good standing as it relates to Performance and Code of Conduct
WTW is an Equal Opportunity Employer
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