Job Description
Job Summary
Pay Range: $53,000 - $99,000, position is eligible for an incentive bonus
Note: Individuals typically begin between the minimum to middle of the pay range
In collaboration with a CR Contact Center Manager, helps to oversee all aspects of a Customer Relations Contact Center operation. Assists in overseeing human resource management of Customer Relations staff, coordinating workforce management, and ensuring staff is providing accurate and timely servicing to members and providers via the telephone, in writing (., hard copy correspondence and email) and in-person servicing. Serve as a key contributor to achieving contact center internal and external goals and standards including the Association's First Call Resolution (FCR) and Member Touchpoint Measures (MTM), corporate goals, Net Promoter Score, positive customer satisfaction levels, and employer groups' performance guarantees.
Contribute meaningfully t...