Customer Engagement Manager | Health Insurance AEP | Port St. Lucie, FL (On Site)

Teleperformance•Port Saint Lucie, FL

6h•Onsite

About The Position

TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients. TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental. We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible. We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts. At TP, we prioritize a culture of inclusion and diversity where every employee feels valued. We provide a platform for limitless career advancement, fostering an environment where ambition and high performance lead to long-term success. TP is committed to supporting those who serve. We welcome applications from active-duty service members, veterans, and military families. TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you require reasonable accommodation during the application process, please contact us at 877-877-3944 or contact us here. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation-related requests.

Requirements

Two years’ in customer engagement role preferred.
Must be passionate around providing our consumers with an outstanding experience.
Must possess the creativity and drive to create a culture that is motivating and engaging for the site agents.
Must be a people person.
Prior stable work experience required.
Must have proficiency in Microsoft Office functions including extended Outlook functions and complex Excel functions which includes the ability to learn new and complex computer system applications and apply their use for phone and non-phone activities.
Ability to multi-task with the ability to understand multiple products and multiple levels of benefits within each product.
Ability to remain focused and productive each day though tasks may be repetitive.
Self-driven and ambitious.
Outgoing personality with high energy.
Strong verbal, listening and written communications skills, as well as outstanding interpersonal skills required.
Excellent attendance history is required.
Must pass mandatory background checks which may include pre-screenings, illegal drug tests and credit checks
Passion around providing our consumers and agents with an outstanding experience.
Creativity and drive to create a culture that is motivating and engaging for the site agents as well as remote agents, if applicable.
Is a people person.
Prior stable work experience.
Proficiency with computer and Windows PC applications which includes the ability to learn new and complex computer system applications and apply their use for phone and non-phone activities.
Demonstrated ability to communicate clearly and concisely verbally and in writing.
Ability to multi-task.
This includes ability to understand multiple products and multiple levels of benefits within each product.
Ability to remain focused and productive each day though tasks may be repetitive.
Self-driven and ambitious
Outgoing personality with high energy
Consumer focus
Listening
Teamwork
Self-motivating
Multi-tasking
Creativity
BEST Skills
Process Excellence
Collaboration
Communication
Emotional Intelligence
Open-Mindedness
Critical Thinking
Solution Orientation
Entrepreneurship
AI Proficiency
Data Literacy

Nice To Haves

Two years’ in customer engagement role preferred.

Responsibilities

Required to attend a Trainer Content Certification or a New Hire Agent Training if new to the UHS required Services of this Operations Guide.
Group Retiree: Required to attend a Trainer Content Certification or a Group New Hire Agent Training if new to the health insurance required Services of this Operations Guide.
In addition to Trainer Content Certification / Group New Hire training, Operations Manager must attend Connector Model training, Consumer Engagement Manager will complete the Consumer/Agent Experience Training prior to the first Agent/Representative new-hire training.
Required to remain fully engaged with the health insurance sales campaign during the Annual Enrollment Period peak selling season through at least December 10th, as aligned to the language and commitment in the SOW.
Oversee day to day call center operations and business planning ensuring staff safety, physical site security, human resource development, operational efficiency and service quality excellence.
Perform other related duties and assignments as required and as assigned by supervisor or other management.
Thrive as a team player in a fast paced, high energy, change oriented environment.
Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately
Drive execution of Agent Experience.
Site/Agent/Team contests driven by vendor.
Visuals to drive performance such as ranking postings, agent recognition, etc.
Respond to UES/NPS survey results that are unfavorable to include listening to call, identifying agent opportunity and passing along to supervisor and/or coach so they can make outreach as needed to the consumer and provide necessary agent coaching/remediation.
Completing UES/NPS documentation and coaching
Recognize and reward positive UES/NPS surveys.
Drive new hire engagement by posting a variety of items that would be of interest to training classes: i.e., welcome message to each class day one (1), trainee of the week recognition, graduation day announcement, etc.
Analyze performance using tools and provide guidance to supervisors and coaches on areas to improve sales and quality performance.
Utilize all training and contest dollars to drive behaviors needed and complete expense tracker timely.
Work with talent acquisition to keep agents engaged and warm from hire date to training start date.