Manager Support Specialists

Blue Cross Blue Shield of Michigan • Detroit, MI

1d

About The Position

Responsible for leading a team of Agent Support Specialists who are accountable for troubleshooting, triaging, and training on BCBSM’s Agent Self-Service tools. Will leverage market feedback to serve as an internal subject matter expert for any projects and initiatives relating to agent self-service tools. Engage with agency partners to collect feedback and pain points regarding self-service tools. Assist with business readiness and support plans during self-service tool project and initiative implementations. Oversee team to develop a proactive consultative partnership role with agencies and our sales team regarding tool support. Serve as the internal subject matter expert representing the voice of the agent with regard to the self-service tools to key stakeholders within the organization. Participate in multidivisional workgroups to support new and existing initiatives, serving as the SME and voice of the agent regarding self-service tools. Develop and manage Standard Operating Procedures (SOPs) for self-service support processes, including roles and responsibilities across divisions. Provide developmental feedback and ensure completion of assigned goals.

Requirements

• Bachelor's degree in Business Administration, Marketing, or related field.
• Minimum of five (5) years of experience in customer relations, agent relations, account management, or similar fields.
• Minimum of three (3) years of management experience.
• Excellent analytical, decision making, organizational, planning, creative problem solving, and verbal and written communication/presentation skills.
• Strong ability to build and maintain relationships with the agent/broker community as well as internal and external customers.
• Experience successfully applying and managing process improvement practices.
• Experience identifying and documenting standard operating procedures.
• Ability to effectively navigate difficult conversations with customers and arrive at acceptable outcomes, while maintaining positives relationships in the market.
• Ability to identify and advocate for improvements to the agent experience with stakeholders throughout the organization.
• Ability to lead a team and to work effectively with all areas of the organization.
• Ability to lead multiple projects and work with internal and external clients to identify needs and develop solutions.
• Ability to prioritize work across multiple projects and day to day needs of a team.
• Ability to partner effectively with other teams across the enterprise, building alignment and support when necessary.
• Comfortable providing feedback and coaching to others on developmental opportunities.
• Ability to help shape a strategic plan and ensure execution of plan among team members.
• Understanding of insurance dynamics.
• Strong presentation skills.
• Valid and unrestricted driver's license.

Nice To Haves

• Previous experience working in insurance industry, large corporation, or chamber/association preferred
• Familiarity with BCBSM's Self Service tools preferred (i.e: EMVP, EMCS, BCOS, Callidus, Agent Portal)

Responsibilities

• Lead a team of Agent Support Specialists responsible for troubleshooting, triaging, and training on BCBSM’s Agent Self-Service tools.
• Develop a proactive consultative partnership role with agencies and the sales team regarding tool support.
• Serve as the internal subject matter expert representing the voice of the agent regarding self-service tools to key stakeholders.
• Participate in multidivisional workgroups to support new and existing initiatives, serving as the SME and voice of the agent regarding self-service tools.
• Develop and manage Standard Operating Procedures (SOPs) for self-service support processes, including roles and responsibilities across divisions.
• Provide developmental feedback and ensure completion of assigned goals.
• Leverage market feedback to serve as an internal subject matter expert for projects and initiatives relating to agent self-service tools.
• Engage with agency partners to collect feedback and pain points regarding self-service tools.
• Assist with business readiness and support plans during self-service tool project and initiative implementations.

What This Job Offers

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