Senior Manager, Telephonic Intake

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.

Job Description:

The Senior Manager Telephonic Intake is responsible for the leadership of Telephonic Intake team and Team Lead.  This team is the first point of contact for our clients during the claims intake process.  The leader will develop strategies to provide the best client experience possible, while also meeting the needs of the team and business.    

The essential functions and responsibilities of this job position include, but are not limited to the following:

• Lead, hire, train, develop and motivate a team of Telephonic Intake Representatives capable of providing exceptional service to internal and external clients 
• Manage workflow, monitor call queues, and overall department performance metrics; tracking and reporting for accuracy, anticipating client needs and ensuring the team meets or exceeds key performance goals and client service standards
• Predict future call volumes and develop strategies to meet anticipated demands
• Maintain and demonstrate an understanding of various clients, products and department functions, as well as internal phone and intake operations
• Provide consistent coaching and development to ensure a positive client experience is provided through each and every contact; proactively performance managing when expectations are not met
• Develop talent bench strength for future opportunities, aiming to prepare talent for other areas of the business
• Provide guidance to the team lead ensuring they provide support to the team through problem solving complex issues and difficult calls, identifying trends, training, and mentoring
• Ensure the team operation and staffing is efficient, effective and in compliance with all state and federal requirements, privacy procedures, and guidelines
• Ensure that the tracking and reporting of the productivity metrics are accurate.
• Implement policy and process changes from our clients promptly.
• Assist Representatives with answering or navigating complex questions or issues and consult with management when appropriate.
• Ensure that employees remain engaged in achieving our strategy and goals, and understand the key role that they play in ensuring our success
• Identify trends and efficiencies, recommending and implementing continuous improvements to business processes and client service to ensure the team operates effectively
• Ensure staffing is sufficient based on call volumes; ensure proper staffing during peak time periods and planned and unplanned time off
• Work with Contact Center Manager to cross train staff between the teams
• Communicate department issues and make recommendations for resolution to management team
• Participate in the development and communication of internal policies, procedures and systems
• Assist the team with resolving complex issues and difficult calls; address promptly and in accordance with service standards
• Provide support to Integrated Absence & STD managers and consultants, clients, and others as intake questions or issues arise.
• Troubleshoot FTP transfer issues, telephone issues, or other information technology issues; working with external vendors and internal technical support; following up to ensure resolution
• Collaborate with Contact Center Manager, Claims Managers and Finance teams, establishing and maintaining open communication and partnership, ensuring the team performance positively impacts the organization
• Maintain and regularly update department documentation, including job aids or related workflow tools
• Open to change and new ideas
• Stays current with call center industry trends and developments
• Other duties as assigned

Position Requirements and Qualifications:

• Minimum of five years progressively responsible related work experience required; management experience preferred; call center or intake management strongly preferred
• Demonstrated leadership qualities; prior management experience a plus
• Knowledge of federal and state disability and leave laws including FMLA and Short Term Disability
• Proven ability to engage, retain, and develop talent
• Demonstrated ability and willingness to give timely, candid, and meaningful feedback
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