Job Description

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 425,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.
 
Manager for Contact Center Services for Group Life and Group Disability Insurance expected to effectively lead multiple teams of customer service representatives to meet set goals and ensure compliance with Accenture policies and Client Contact Center quality & criteria. Subject Matter expert to provide functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries. Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner. Responsible for proper documentation, notification, escalation, tracking and follow up of all incidents.

Key Responsibilities
  • Oversees multiple teams of customer service representatives whose primary function is to handle customer service inquiries via inbound calls
  • Acts as the overall escalation point for all types of issues (people, process and technology) before presenting to the client
  • Accountable for the overall skill/competency and development of his/her direct reports through performance coaching, mentoring and talent development efforts
  • Accountable for overall service level performance of associates according to established policies and business rules set by the client in the day to day operations through an effective monitoring and management of team performance
  • Performs customer request/problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution
  • Responsible for ensuring staff’s understanding of contractual and regulatory requirements and reporting immediately all suspected or confirmed issues or concerns to a manager and/or the Compliance Department; provides leadership, mentoring, and supervision of staff.
  • Performs Root Cause Analysis (RCA) for performance deviations and implement improvement plans and associate coaching as needed; and studies and analyzes VOC (Voice of the Customer) trends and customer feedback and works towards improving performance.
  • Understands & responsible for product knowledge, industry knowledge, and business and professional skills by participating in on-the-role training and classroom training
  • Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction ratings
  • Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback
  • Accountable for management of the team by resource planning in order to optimize availability, set goals and objectives for each team member and ensure individuals meet their targets

 



Qualifications

Basic Qualifications:
  • Minimum 3 years’ experience in the Life and/or Disability Insurance management process interpreting and applying member contracts and benefits
  • Minimum 3 years’ experience managing call center operations
  • Minimum 3 years’ experience with client/vendor relationship management
Preferred Qualifications:
  • Knowledge of ICD-9 and ICD-10 and CPT codes
  • Experience in medical or insurance field
  • Experienced with SLA & Quality Call Center Management
  • Experience managing large teams
  • Experienced in Operational Excellence
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture.
 
Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.
 
Equal Employment Opportunity:
 
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
 
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
 
Accenture is committed to providing veteran employment opportunities to our service men and women.
 
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
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