Description: Responsible for the overall supervision of Customer Service employees. Accountable for member/agent satisfaction, retention, and growth by efficiently delivering competitive services to members/agents.
Fundamental Components: Develops, motivates, evaluates and coaches staff on work procedures, proper application processing and teamwork delivering quality applications. Is visible and available to staff to answers questions, monitor application metrics and gives ongoing feedback. Utilizes available incentive programs to reward, recognize and celebrate team and individual successes. Assesses individual and team performance on a regular basis and provide candid and timely feedback regarding developmental and training needs; includes completion of monthly and annual scorecards. Monitors all performance measures such as daily stats and schedule adherence; allocates resources to meet volume and performance demands. Develops and maintains strong collaborative relationships with constituents and internal business partners to maintain excellent lines of communication and share resources to meet common service center objectives. Remove barriers to job performance and ensures regulatory compliance. Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals. Builds a cohesive team that works well together. Acts as liaison between staff and other areas, including management, all segments, provider teams, etc., communicating workflow results, ideas, and solutions. Proactively analyzes constituent data, identifies trends and issues. Recognizes and acts on the needs to improve the development and delivery of products and services. Clearly identifies what must be accomplished for successful completion of business objectives. Effectively applies and enforces Aetna HR polices and practices, i.e., FML/EML, Attendance, Code of Conduct, Disciplinary Guidelines. (*) Background Experience: Experience with supervising in a diverse and ever changing environment.. 2 years leading in an office production environment. Associate's degree or equivalent work experience. Additional Job Information: Solid written and oral communication skills.Strong project management skills (financial, analytical, planning and implementation).Solid leadership skills including staff development.Outstanding customer service skills are required.Prioritizes tasks effectively.Well organized.Negotiation skills.Technical skills.Problem solving skills. Functional Skills: Administration / Operation - Management: < 25 employees Potential Telework Position: No Percent of Travel Required: 0 - 10% EEO Statement: Aetna is an Equal Opportunity, Affirmative Action Employer Benefit Eligibility: Benefit eligibility may vary by position. Candidate Privacy Information: Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.