Blue Cross and Blue Shield of North Carolina Looking for Sr Manager, Member Contact Center (State Health Plan) at Remote Full Time

Full Time Remote – Alabama, Full Time Remote – Alabama, Full Time Remote – Arizona, Full Time Remote – Arkansas, Full Time Remote – Florida, Full Time Remote – Georgia, Full Time Remote – Idaho, Full Time Remote – Indiana, Full Time Remote – Iowa, Full Time Remote – Kansas, Full Time Remote – Kentucky, Full Time Remote – Louisiana, Full Time Remote – Maryland, Full Time Remote – Michigan, Full Time Remote – Mississippi, Full Time Remote – Missouri, Full Time Remote – Ohio, Full Time Remote – Oklahoma, Full Time Remote – Pennsylvania, Full Time Remote – South Carolina, Full Time Remote – South Dakota, Full Time Remote – Tennessee, Full Time Remote – Texas, Full Time Remote – Utah, Full Time Remote – Virginia {+ 1 more}

The Stakeholder Lead provides dedicated strategic direction for stakeholder segment(s), focusing and adhering to continuous development for the contact center and/or provider support through achievement of profitability and performance goals. This position is primarily responsible for the strategy framework related to operating systems, policies, and procedures within the contact center for specific stakeholder functions (including development, implementation and continual improvement of processes) to best achieve overall business operation goals. This role manages the tactical functions that enables an exceptional member experience while building and maintaining highly effective relationships across the organization and with internal/external partners. The Stakeholder Lead provides strategic leadership and management to member or provider Service Leaders and support staff ensuring that appropriate training and development initiatives are delivered effectively to segments while proactively partnering with divisional support to identify key areas of opportunity. This role serves as a leading business presence on behalf of Core Service, Blue Cross NC for overall external engagements.

• Oversees the overall strategy management of a contact center for specific segments, both physical and/or virtual.
• Manages Service Leaders in the areas of hiring, staff development and the management of contact center’s performance. Provides effective coaching, feedback and developmental action plans to the Service Leader.
• Implements processes identified to improve the overall performance of individual contact center related to customer service issues and efficiency
• Solves problems effectively with an emphasis on developing proactive, productive approaches utilizing internal support functions. Foster effective communication and identify problems in overall Contact Center operations. Develop and implement effective solutions for resolving operational issues.
• Provides insightful and data-driven reporting on a (monthly/quarterly/ad hoc) basis with commentary outlining reasons for variance in data (productivity, service, etc.); develops and provides remediation plans for improvement.
• Identifies measurable performance standards to improve Contact Center performance.
• Understands the Contact Center’s challenges and productively facilitates communication and involvement of other functional areas to provide resolution (HR, LD&D, IT, divisional support, etc.)
• Participates in client meetings, committees and task forces necessary to effectively implement and support strategic initiatives and goals and achieve operational effectiveness and efficiencies.
• Maintain ownership of the contact center program that will continually review processes to ensure that they are efficient and maximize the use of all applicable resources
• Manage contact center segment/s operations budget and maintain clear cost controls.
• Contributes to the development of major business proposals for key clients and represent the Contact Center and company as required.
• Contributes to the development of short- and long-range operational objectives, organizational structure, and staffing requirements to meet the Contact Center’s long-term growth and financial objectives.
• Collaborates with service executives, peers and team members to proactively identify risks and execute action plans to address and/or mitigate risks.
• Responsible for communication, readiness, and sustainable adoption of new changes within the organization.
• Supports segment involvement for departmental or corporate projects, ensuring right SMEs and or business owners are identified and engaged.

• Bachelor’s degree or advanced degree (where required)
• 8+ years of experience in related field.
• In lieu of degree, 10+ years of experience in related field.
• LEAN certification advanced within 12 months of hire.