Manager, Benefits Administrator

Benefitfocus Charleston , SC 29402

Posted 1 week ago

Manager, Benefits Administrator

Serving as a strategic manager of up to 20 front line phone agents, this position oversees the activities of an internal call center that provides operational/business process support to internal and external customers for company products and services. The manager ensures quality service and operational performance within the parameters of program and delivery standards as well as analyzes operational processes, establishes escalation procedures and oversees training needs assessments to identify opportunities for service delivery improvements. The manager is responsible for employee staffing and ensuring program training, including product knowledge, proper language/communication training and support of overall service requirements. Duties may also include contract negotiations, customer relationship management and financial results (call center profit and loss responsibility). The manager will also select, develop and evaluate personnel to ensure the efficient operation of the function.

Responsibilities Include:

  • Responsible for the overall growth, retention, and engagement of the team

  • Maintains an ongoing knowledge of clients' business as it pertains to satisfaction, growth and potential issues

  • Interdepartmental and intradepartmental collaboration/communication

  • Completion of monthly associate health reports to ensure all key milestones are being met

  • Interfaces and works with internal engineering and operational teams across Benefitfocus to identify process and product improvement

  • Uses strong platform knowledge to add value to the clients' operation and look for opportunities to recommend new products/services as appropriate

  • Creates and maintains a high-level work environment motivating associates to perform at their highest level

  • Leads projects that are important to area/process improvement

  • Provides performance feedback and coaching on a regular basis to direct reports

  • Addresses disciplinary and/or performance problems according to company policy

  • Determines staffing needs and is an integral part of the hiring process

  • Respond to and resolve employee relations issues expressed by team members

  • Ability to solve complex issues and deal with many variables in situations where only limited standardization exists

  • Balances client demands with participation on broader initiatives

  • Ensures SLA commitments are met

  • Review workload and staffing requirements, make recommendations regarding employment, promotions, salary adjustments, and termination

  • Meet professional obligations through efficient work habits such as, meeting deadlines, honoring schedules, coordinating resources and meetings in an effective and timely manner, and demonstrate respect for others

Experience and Skills:

  • BA/BS degree desired

  • Proficient in Microsoft Word, Excel, PowerPoint, Salesforce

  • Experience leading team in a Manager or Team Lead role at a service center is desired

  • Customer/client focus

  • Ability to multi-task

  • Project management skills

  • Exceptional customer service and problem solving skills

  • Ability to write effectively in context for different audiences and purposes, effective use of electronic communications such as email, discussion boards and instant messaging

  • Ability to explain and present ideas clearly and concisely to diverse audiences, using appropriate language

  • Demonstrated ability to lead, coach and develop effective teams

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Manager, Benefits Administrator