Your Talent. Our Vision. At Anthem Blue Cross and Blue Shield , a proud member of the Anthem, Inc. family of companies, it’s a powerful combination, and the foundation upon which we’re creating greater access to care for our members, greater value for our customers, and greater health for our communities. Join us and together we will drive the future of health care. This is an exceptional opportunity to do innovative work that means more to you and those we serve.
Position will be located at the
220 Virginia Ave Indianapolis, IN Provider Call Center
Remote work will not be available
Interested candidate’s must be available to work an assigned shift between the hours of 8am-8pm EST M-F
The Manager Customer Care provides oversight for customer service staff and is responsible for establishing departmental policies and procedures and leading a high performing team. Primary duties may include, but are not limited to:
Responsible for establishing departmental policies and procedures.
Prepares, communicates and/or makes presentations of information to Sr leadership.
Serves as mentor to lower leveled managers; serves as subject matter expert for other areas of the company as well as within the department; has accountability for deliverables of a third party or vendor; manages multiple functions requiring unique sets of knowledge or has significant fiscal accountability over and above routine people/equipment costs; develops and manages annual operating budget; may be assigned to special project work consistent with the role and as dictated by the needs of the business; audits to monitor efficiency and compliance with policies; prepares specialized reports.
Hires, trains, coaches, counsels and evaluates performance of direct reports.
Manages, supports and coaches your direct reports enabling them to deliver great consumer care and helping them meet their performance objectives.
Monitors efficiency and compliance with policies and provides coaching when needed.
Makes informed decisions and solves problems using data analysis and critical thinking skills.
Achieves business results and strives to continuously improve for our consumers.
Demonstrates adaptability and flexibility when working on special projects that support business needs.
Engages and motivates direct reports within a busy call center environment.
Requires BA/BS; 5 years in progressively complex customer service environment; or any combination of education and experience, which would provide an equivalent background.
BA/BS or equivalent experience.
Mgr I: 1+ years of experience in a leadership role and 5 or more years related customer service experience
Mgr II: 2-3+ years of experience in a leadership role and 5 or more years related customer service experience
Or any combination of education and experience, which would provide an equivalent background
Experience in a service-oriented role, such as healthcare, hospitality, retail and/or call center environment.
Experience and demonstrated success in recognizing / developing talent and nurturing a team environment which results in open collaboration, strong business results and improved consumer experiences.
Preferred: Prior management of at least 15-20 direct reports.
Please note position will be filled at either the Mgr-In-Training or Mgr I level depending on applicant’s background and experience.
Successful candidates should have the following qualities:
Kindness, compassion, empathy and a profound desire to help people
Ability to build relationships and influence others
Motivate and encourage teams, while providing guidance and driving quality and superior customer service
Excellent verbal and written communication skills
Adaptability and flexibility
Accountability and execution oriented
Curious/challenges the status quo
Analytical and problem solving skills
Creativity and critical thinking skills
Quick and continuous learning style
Anthem, Inc. is ranked as one of America’s Most Admired Companies among health insurers by Fortune magazine and is a 2018 DiversityInc magazine Top 50 Company for Diversity. To learn more about our company and apply, please visit us at careers.antheminc.com. An Equal Opportunity Employer/Disability/Veteran.