Anthem Dir II Customer Care PS5583 (Employer/Broker Services) in Wichita Falls, Texas

Dir II Customer Care PS5583 (Employer/Broker Services)

Location: United States

Field: Customer Service

Requisition #: PS5583

Post Date: May 07, 2018

Responsible for planning and development of key processes within a centralized customer service call center unit to achieve excellent customer service. Ability to manage a high performing virtual staff as teams will be located in multiple sites and/or states across Anthem’s 14 states and utilizes multiple systems. Primary duties may include, but are not limited to: Provides guidance and ensures resolution on the most complex service issues. Ability to build relationships and work through complex issues with both internal and external customers. Has full managerial/staffing responsibility for a staff of Managers, support staff and call center associates. Handles significant and regular external contact with Insurance Brokers, Employers and Customers. Has significant budget accountability and manages special projects to drive a best in class service delivery model. Ideal candidate must be able to present innovative solutioning to drive an improved digital footprint. Excellent communication skills, both oral and written, are required. Hires, trains, coaches, counsels and evaluates performance of direct reports.

Requires BA/BS; 9 years of professional/leadership experience; advanced strategic planning, organizational, managerial and leadership skills;or any equivalent combination of education and experience, which would provide an equivalent background. MA/MBA preferred.