What are the responsibilities and job description for the Participant Services Team Manager position at Navia Benefit Solutions?
Position Summary
A Team Manager is dedicated to coaching and mentoring staff, ensuring they adhere to Navia's policies, procedures, and best practices. The manager is responsible for developing team members, holding them accountable, and fostering a culture of continuous improvement and excellence.
Essential Functions:
Education & Experience: One year customer service and/or management experience. Healthcare industry experience preferred.
Skills & Competencies:
Other qualifications:
A Team Manager is dedicated to coaching and mentoring staff, ensuring they adhere to Navia's policies, procedures, and best practices. The manager is responsible for developing team members, holding them accountable, and fostering a culture of continuous improvement and excellence.
Essential Functions:
- Drive performance improvement through consistent feedback, goal setting and fostering accountability, ensuring team success and alignment with department objectives.
- Oversee call center operations, ensuring tasks are effectively distributed, completed and SLAs are met by clearly communicating priorities and expectations to your team.
- Utilize company systems and tools to track progress, update records, and communicate effectively.
- Evaluate Quality Assurance scores and conduct quality checks.
- Coach, mentor and motivate team members to foster growth, engagement, and high performance.
- Identify opportunities for process improvements and contribute ideas for enhancing efficiency and effectiveness.
- Document performance partner with HR, and ensure consistent, fair handling of disciplinary action and terminations.
- Collaborate cross-functionally to ensure a seamless and cohesive experience for customers.
- Support special projects and initiatives aligned with department goals.
- Primary point of contact for escalations, taking ownership to drive issues to resolution.
- Document processes and identify areas for improvement within established processes.
- Participate in on-going analysis of current procedures and attempts to streamline/automate processes.
Education & Experience: One year customer service and/or management experience. Healthcare industry experience preferred.
Skills & Competencies:
- Basic computer skills and knowledge of Microsoft Office (Excel, Word, Teams, Outlook).
- Strong communication and interpersonal skills.
- Ability to anticipate customer needs and deliver solutions that exceed expectations.
- Excellent written and verbal communication skills.
- Ability to provide ongoing and consistent feedback to develop skills and improve performance.
- Expert level understanding of Navia policies, benefits and regulations.
- Embraces change and acts quickly to operationalize new processes
- Proven success with growing/motivating employees
Other qualifications:
- Open Availability: 5 am PST to 5 pm PST
- Ability to work overtime based on department needs.
- Ability to travel up to 2 times per year for team engagement activities.
Please visit our career page and apply directly: www.naviabenefits.com/workatnavia
Not all positions allow for remote work, but those that do will only be available in the following states: AZ, CA ,CO, FL, GA, IL, IN, KS, MI, MN, MO, MT, NC, ND, NE, NJ, NV, NY, OH, OR, PA, TN, TX, UT, AND WA
Salary : $55,000 - $70,000
