Customer Service Manager, BPO Vendor Management (DentaQuest)

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

DentaQuest manages dental and vision benefits for more than 33 million Americans. Our outcomes-based, cost-effective solutions are designed for Medicaid and CHIP, Medicare Advantage, small and large businesses, and individuals. With a focus on prevention and value, we aim to make quality care accessible to improve the oral health of all.

Job Description:

Location: We support US flexible working arrangements in the contiguous 48 states.

At Sun Life, we look for optimistic people who want to make life brighter for our Clients. We understand the value of diverse cultures, perspectives, and identities, and want you to bring your full and authentic self to work. Every day, you’ll be empowered and challenged by working with dynamic colleagues to find new and innovative ways to make Sun Life the best benefits company in America. 

The opportunity: 

The Customer Service Manager, BPO position focuses on leveraging co-sourcing partnerships to meet service level expectations and manage the performance of co-sourcing vendors through an integrated process of operational, quality, and resource management.  This Manager is responsible for delivering superior call center performance that meets or exceeds member, customer, and provider expectations and is consistent with corporate goals, ensuring that DentaQuest customer service functions are seen as a differentiator in the marketplace.

This position meets departmental goals by guiding and directing the activities of co-sourced teams; ensuring that appropriate development, training, and performance management of these resources takes place.

How you will contribute: 

• Accomplish departmental goals (accessibility, accuracy of information provided on calls, call management standards, budget, inventory, etc.) by providing leadership, directing activities of the customer service staff, and proactively communicating issues which may prevent accomplishment of departmental goals to management.
• Supervising staffing of customer service resources by working with statistical data from call center reports and customer service productivity, when appropriate.
• Assess call quality produced by employees and the team by monitoring telephone calls and reviewing written correspondence. Assess call monitoring and take the actions as required to improve or sustain performance.
• Develop action planning for performance improvement by analyzing monthly reports and other observed trends.
• Organize and track key information and documents.
• Work with other departments to ensure queues times are met.
• Perform call center functions (answer calls) as part of supervisory duties.
• Develop innovative ways to motivate the staff.
• Foster an environment of teamwork by participating in and leading teambuilding activities.
• Provide customer center workflow and quality improvement.
• Resolve issues in accordance with DentaQuest's internal policies, client contracts, and state and federal regulations.
• Prepare reports and conduct data analysis for client meetings and presentations.
• Identify and create efficiencies.
• Represent DentaQuest in Customer Service issues with internal and external customers (i.e. accounts, members, dentists, groups, etc).
• Other duties as assigned.

What you will bring with you:

• 3 years’ experience managing or working in a leadership capacity with a co-sourcing vendor (BPO) strongly preferred.
• Bachelor's degree with 5 years’ Customer Service/Call Center experience or equivalent.
• 3 years’ experience within healthcare or dentalcare preferred.
• Working knowledge of call center and operation metrics and reporting tools, scheduling, and staffing tools and quality control/call monitoring processes.
• Advanced proficiency in Microsoft platform applications: Word, Excel, PowerPoint, MS Project, Outlook, SharePoint and Visio preferred.
• Strong project management skills and techniques.
• General knowledge of Internet and Intranet.
• Must have strong interpersonal and communication skills.
• Ability to manage multiple priorities and adapt to changing conditions
• Excellent