At least 5+ years of Customer Service / Customer Care experience in insurance or financial services is preferred, with a minimum of 2 years in a leadership position
At least three years of experience with Five9 and Virtual Observer software
One to three years of experience in the PBM or health plan pharmacy space
Candidate should have working knowledge of Part D plans and be able to study and correctly interpret CMS Guidance
Ability to work in a fast-paced environment and report results to leadership
Superior communications skills - both written and verbal
Must be able to build a highly engaged, committed, and empowered workforce
Strong understanding of the Customer Care environment and growing the team while keeping key performance metrics
Ability to interpret various data sets, on-call team performance, and develop actionable improvement plans
Experienced with IVRs, routing rules, and setup of phone experience to match best practices.
Understanding the key performance metrics to evaluate team improvement over time
Work constructively with others to achieve shared goals.
Must have excellent people skills, able to relate to and motivate people of diverse backgrounds
Strong leadership and management skills, like working hands-on with the team
Critical thinking and strong decision-making skills to resolve any questions or issues for our customers or employees
Ability to handle multiple priorities, jumping from training employees to solving client issues to thinking strategically about long-term growth