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Customer Service Team Manager


This is a Contract position in Santo, TX posted December 10, 2021.

At GoHealth, our mission is simple: To improve access to healthcare in America.

Critical to this mission is our TeleCare team, one of the fastest growing teams in the company.

We are looking for a talented, experienced, results-driven leader to join our team as a TeleCare Team Manager.

The Telecare Team Manager is responsible for team and individual agent performance based upon a set of predetermined Key Performance Indicators (KPI&039;s), and providing individual coaching/ feedback to agents to ensure all goals are met, performance improvement is tracked, and agents adhere to policy/procedure standards.

The TeleCare manager will drive desired agent behavior such as proper and effective servicing, retention techniques, incentivize increased production per agent, ensure compliance, and promote behaviors that align to GoHealth&039;s culture.

The ideal candidate is self-motivated, thrives in a fast paced, performance-driven environment, adaptable to frequent change, and undeterred by new challenges.

Responsibilities Lead a team of 12-15 Member Services Telecare advisors, who are handling both inbound/outbound calls to assist and service members.

Monitor and evaluate advisor performance trends based upon a set of predetermined Key Performance Indicators (KPI&039;s); Track, understand, and be held accountable to various team metrics, such as quality assurance scores, retention conversations, recovery/saved rates, overall team production, and more.

Drive behavior necessary to meet and exceed these targets based on teams KPI&039;s.

Improve overall agent ability to guide members through their health insurance journey from the policy selection, to the application process as well as improve agent ability to assist members with benefit inquiries, care assessments, escalations, retention and more.

Recognize and recommend operational improvements to increase agent performance and/or pain points to program management Achieve fluency in GoHealth&039;s product offerings, including Major Medical, Medicare Advantage, Medicare Supplement, Prescription Drug Plans, and other ancillary health products Qualifications 2 years of managerial experience with direct reports; experience managing a remote workforce is a plus Proven track record of increased production and team performance success Excellent written and verbal communication skills Bachelor&039;s degree highly preferred Proficiency using Microsoft Office suite including Word and Excel Flexibility to work evening and weekend hours during peak season.

Additional Information Competitive base salary, plus attractive bonus earning potential Performance-based incentives Medical, dental, and vision coverage 401k plan Flexible spending accounts Commuter and transit benefits Casual dress code Remote friendly Frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications.

GoHealth encourages you to break that statistic and to apply.

No one ever meets 100% of the qualifications.

We look forward to your application.

Due to the unprecedented situation of COVID-19, GoHealth has decided to protect our current and future employees by managing our business remotely.

This is inclusive of interviewing, onboarding and each role day-to-day.

we will be return to an office setting once we&039;re safe to do so following the guidance of local health authorities&039; and the CDC.

Currently all employees are working remotely.

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