Manager - Eligibility & Enrollment

Firstsource

22h

About The Position

The Manager - Eligibility & Enrollment oversees customer service operations within the eligibility and enrollment process. The role leads a team responsible for providing exceptional service to clients and ensuring that processes are executed efficiently and effectively in compliance with industry standards and regulations. The manager monitors performance, improves operations, works with cross-functional teams, and reports on team and operational outcomes to senior management.

Requirements

• Strong knowledge of customer service operations, particularly eligibility and enrollment processes.
• Proven experience managing teams and driving performance in a customer service environment.
• Excellent communication and interpersonal skills, with the ability to build relationships with clients and team members.
• Strong analytical and problem-solving skills, with a focus on data-driven decision-making.
• Ability to work in a fast-paced environment and manage multiple priorities effectively.
• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 5 years of experience in customer service operations, including at least 2 years in a managerial role.
• Demonstrated success in leading teams and achieving operational goals.
• Strong understanding of customer service best practices and industry trends.

Nice To Haves

• Experience in the BPO, KPO, or Call Centre industry.
• Familiarity with industry regulations and compliance standards related to eligibility and enrollment.
• Proficiency in customer relationship management (CRM) software and other relevant tools.
• Project management experience, with a focus on process improvement initiatives.

Responsibilities

• Manage and oversee the daily operations of the eligibility and enrollment team, ensuring high-quality customer service delivery.
• Develop and implement strategies to improve customer service operations and enhance client satisfaction.
• Monitor team performance metrics and provide coaching and feedback to team members to achieve operational goals.
• Collaborate with cross-functional teams to streamline processes and resolve operational issues.
• Ensure compliance with relevant regulations and company policies related to eligibility and enrollment.
• Conduct regular training sessions for team members to enhance their customer service operations skills and knowledge.
• Analyze customer feedback and operational data to identify areas for improvement and implement necessary changes.
• Prepare and present reports on team performance, customer satisfaction, and operational efficiency to senior management.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager