Lead, coach, and develop a team of approximately 12 unionized Member Intake Representatives.
Build a culture focused on professionalism, accountability, and exceptional member service.
Develop and oversee a quality assurance program that includes call monitoring, coaching, and performance feedback.
Improve first-contact resolution by ensuring representatives provide complete, accurate explanations of Plan benefits, referral procedures, and member responsibilities.
Analyze operational metrics and prepare reports that identify trends, measure productivity, improve service quality, and reduce repeat calls.
Supervise a primarily remote workforce while ensuring accountability and consistent performance.
Identify workflow improvements and implement technology, including AI tools, that enhance efficiency and the member experience.
Partner with attorneys and leadership to continuously improve departmental performance and member satisfaction. Qualifications
Bachelor's degree preferred, or an equivalent combination of education and progressively responsible contact center leadership experience.
Seven or more years of leadership experience in a contact center, customer service, member services, employee benefits, insurance, healthcare, financial services, legal operations, or another service-focused environment.
Demonstrated success improving contact center performance through quality assurance, employee coaching, operational analytics, and process improvement.
Strong leadership, communication, analytical, coaching, and organizational skills.
Experience supervising remote or hybrid teams required.
Unionized environment.

Experience administering CBA or detailed employee policies and manual.

Compensation & Benefits Salary:

$75,000-$82,000, depending on qualifications and experience. We offer an excellent benefits package, including comprehensive health insurance, an employer-paid 6% 401(k) contribution, 15 paid holidays, paid vacation and sick leave, and a hybrid work environment. If you are passionate about developing employees, improving operations, and delivering an outstanding member experience, we encourage you to apply. Qualified applicants should submit a resume, references and cover letter to HR@uawlsp.com.

Pay:

$75,000.00 - $82,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Health savings account Life insurance Retirement plan Vision insurance

Work Location:

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