AssistantManager

The Assistant Manager’s primary responsibility is leading and developing a team of advocates while managing and ensuring key performance metrics are adhered to. The Assistant Manager will also be expected to support advocates by providing guidance and creating a motivational team environment. Assists in the resolution of complex customer related escalations. Supervises the daily activities of a team of front line advocates, actively interacts with and provides a constant presence of support for each individual to ensure service levels are met. Provides production and technical support while integrating best practices and coordinating insights among other teams to influence a better customer experience. Has comprehensive understanding of the policies and procedures to ensure advocate adherence and assists with customer escalations. Consistently analyzes the performance of their team while assessing opportunities and taking steps to ensure feedback and education is provided, including call monitoring. Motivates team through engagement, development and feedback geared towards enhancing performance delivery and incorporating best practices. Proactively identifies and solves complex problems and gathers feedback and insights which are used to influence and drive overall strategy and growth. Consistently evaluates current state of the business and executes performance driven or strategy-based business plans to achieve improvement. High proficiency and understanding of logistics and system functionality, including documentation and escalation of issues and resolution. Minimum 3 year Quality Assurance supervisory experience in a similar industry Desired to have knowledge on US health insurance or similar industry Customer service background