Manager Channel Support Specialists
Job Description
Job Description
Responsible will leading Agent support and training for all BCBSM external facing agent self-service tools. This role will also directly manage a team of Agent Support Specialists who are responsible for troubleshooting, triaging, and training on all of our BCBSM Agent Self Service tools.
- Oversee team to develop a proactive consultative partnership role with agencies and our sales team regarding tool support.
- Serve as the internal subject matter expert representing the voice of the agent with regard to the self-service tools to key stakeholders within the organization.
- Participate in multidivisional workgroups to support new and existing initiatives, serving as the SME and voice of the agent regarding self-service tools.
- Develop and manage Standard Operating Procedures (SOPs) for self-service support processes, including roles and responsibilities across divisions.
- Provide developmental feedback and ensure completion of assigned goals.
QUALIFICATIONS
- Bachelor's degree in Business Administration, Marketing, or related field.
- Minimum of five (5) years of experience in customer relations, agent relations, account management, or similar fields.
- Minimum of three (3) years of management experience.
- Previous experience working in insurance industry, large corporation, or chamber/association preferred
- Excellent analytical, decision making, organizational, planning, creative problem solving, and verbal and written communication/presentation skills.
- Strong ability to build and maintain relationships with the agent/broker community as well as internal and external customers.
- Experience successfully applying and managing process improvement practices.
- Experience identifying and documenting standard operating procedures.
- Ability to effectively navigate difficult conversations with customers and arrive at acceptable outcomes, while maintaining positives relationships in the market.
- Ability to identify and advocate for improvements to the agent experience with stakeholders throughout the organization.
- Ability to lead a team and to work effectively with all areas of the organization.
- Ability to lead multiple projects and work with internal and external clients to identify needs and develop solutions.
- Ability to prioritize work across multiple projects and day to day needs of a team.
- Ability to partner effectively with other teams across the enterprise, building alignment and support when necessary.
- Comfortable providing feedback and coaching to others on developmental opportunities.
- Ability to help shape a strategic plan and ensure execution of plan among team members.
- Understanding of insurance dynamics.
- Familiarity with BCBSM's Self Service tools preferred (i.e: EMVP, EMCS, BCOS, Callidus, Agent Portal)
- Strong presentation skills.
- Valid and unrestricted driver's license.
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Date Posted
08/04/2023
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