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Mgr I Customer Care Call Center (PS13443) Required location: Roanoke, VA office

Customer Service
PS13443 Requisition #
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Your Talent. Our Vision. At Anthem Blue Cross and Blue Shield, a proud member of the Anthem, Inc. family of companies,  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. 
This position will report daily to the Roanoke, VA Call Center
Remote work will not be available 
Interested candidates must be available to work an assigned shift between the hours of 8am-6pm M-F
Take advantage of an excellent opportunity to lead a talented team of customer service professionals.  A background in health care is not required – if you take pride in motivating others, enjoy working in a dynamic, fast-paced environment, and are passionate about making a difference in people’s lives, then you might have what it takes to join our exceptional management team.    
The Manager Customer Care provides oversight for customer service staff and is responsible for establishing departmental policies and procedures and leading a high performing team.  Primary duties may include, but are not limited to:
  • Service First: Brining our consumer promise to life.
  • Keep Our Promises: Commit. 
  • Inspire Greatness: Be the best.
  • Be a Challenger: Have Courage.   
  • Manages, supports and coaches your direct reports enabling them to deliver great consumer care and helping them meet their performance objectives.
  • Prepares and communicates information to appropriate parties regarding benefit programs, procedures, changes and government mandated disclosures.
  • Monitors efficiency and compliance with policies and provides coaching when needed.
  • Makes informed decisions and solves problems using data analysis and critical thinking skills.
  • Achieves business results and strives to continuously improve for our consumers.
  • Demonstrates adaptability and flexibility when working on special projects that support business needs.
  • Engages and motivates direct reports within a busy call center environment.
The qualified candidate should possess:
  • BA/BS or equivalent experience.
  • 1 – 3 years of experience in a leadership role and 5 or more years related customer service experience or any combination of education and experience, which would provide an equivalent background
  • Experience in a service-oriented role, such as healthcare, hospitality, retail and/or call center environment.
  • Experience and demonstrated success in recognizing / developing talent and nurturing a team environment which results in open collaboration, strong business results and improved consumer experiences.
  • Preferred: Prior management of at least 15-20 direct reports.
  • Chips and/or WGS experience preferred.
  • Customer Service experience in a call center environment required.
Successful candidates should have the following qualities:
    • Kindness, compassion, empathy and a profound desire to help people
    • Ability to build relationships and influence others
    • Motivate and encourage teams, while providing guidance and driving quality and superior customer service
    • Excellent verbal and written communication skills
    • Adaptability and flexibility
    • Accountability and execution oriented
    • Curious/challenges the status quo
    • Analytical and problem solving skills
    • Creativity and critical thinking skills
    • Quick and continuous learning style


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 careers.antheminc.com. An Equal Opportunity Employer/Disability/Veteran.

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