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Manager in Training or Mgr I Customer Care Job Family - Richmond, VA (In Office) - PS27730Location: United StatesNewRequisition #: PS27730Your Talent. Our Vision . At Anthem, Inc. , 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 at one of America's leading health benefits companies and a Fortune Top 50 Company.Manager-In-Training/Manager I Customer Care(hiring level based on experience)This position is located in the Richmond, VA officeThe candidate has to be able to work any shift from 7am to 7pm, EST with occasional Saturday or Holidays coverage.Do you have a passion for helping others achieve the impossible and building the next generation of leaders? Are you someone that others want to follow?If so, Anthem wants you to join our elite leadership team!Our Managers inspire greatness amongst their teams by coaching, mentoring and developing their teams to achieve a customer obsessed service experience.Responsibilities:Responsible for leading a team that answers inbound calls from customersConsistently communicates and reinforces a clear and inspiring vision, values, and direction; mobilizing team to achieve sustainable resultsDevelops, mentors and coaches team to advance their careers at AnthemLeverages storytelling to bring our culture to lifeEmpowers associates, coaching them to be confident and take action on behalf of the customerIdentifies and helps eliminate barriers in servicing our customers and encourages their team to be innovative and improve processes that will improve our customers’ experienceHandle escalated calls with customers and/or calls requiring in-depth knowledge of the organization's products and services and high root cause analysis/problem solvingMonitor calls/activities as necessary to ensure that performance standards are metEncourage teamwork within and across business linesEmbrace every opportunity to engage with our customers, proactively seeking insight and feedback, and getting to know our customerHires, trains, counsels and evaluates performance of direct reportsUses excel to analyze and report team’s performance metricsManager-in-Training Customer CareRequires BA/BS, 5 years in progressively complex customer service environment or any combination of education and experience, which would provide an equivalent backgroundNASCO and/or WGS experience preferredManager I Customer CareRequires BA/BS, 1 year of experience in a leadership role and 5 years related customer service experience, or any combination of education and experience, which would provide an equivalent backgroundNASCO and/or WGS experience preferredKnowledge, Skills, and Abilities required:Proficient in Microsoft ExcelExcellent Oral and written communication skillsFlexibilityEfficient organizational skills and time managementDemonstrates knowledge of organization’s business practices, issues faced, and problem resolutionPortrays kindness, compassion, empathy and a profound desire to help people in all actionsHas an agile mindset and ability to quickly learn new systems as they come up and motivate the team to adapt to changeMakes informed decisions and solves problemsHighly AnalyticalSees everything through a continuous improvement mindset, promoting quality, speed, and agility – constantly thinking beyond the “day-to-day” to take a longer term and end-to-end view of the entire business; persistently asks “How can we be better?”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 antheminc.com/careers. An Equal Opportunity Employer/Disability/Veteran.
Vacancy caducado!