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Manager

NYS Dental

Location: Albany NY

M NYSD

Essential Duties:

Manage a staff (Supervisor and Customer Service Representatives)
Implement and maintain service standards
Manage customer service quality performance levels for telephone and correspondence functions to achieve goals and guarantee the NYS Dental contract is met.
Monitor workflows and procedures
Perform necessary analyses within Service to ensure that processes and procedures are effective an efficient
Identify and work closely with IT departments to maintain various system operations
Serve as liaison to all areas of the corporation by enhancing service needs, analyzing call trends and corre4spondence workflows and handle sensitive and escalated customer inquires.

Knowledge Skills & Abilities:

Strong written and verbal communication skills
Demonstrated management and supervisory skills
Ability to recognize and determine business course of action with decisiveness
Problem solver
Excellent customer service skills with demonstrated ability to build successful working relationships (internally and externally)
Ability to prioritize, follow-up and follow-through with timeliness and accuracy
Ability to set deadlines

Qualifications:

College degree preferred
Management experience in a customer service related work environment preferably in the healthcare sector
ACD/ARU Telecommunications knowledge an experience preferred with emphasis on reporting in a call center environment