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

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Customer Service
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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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Your education. Our inspiration.

This is a brilliant combination. This is where people united with passion and a purpose can make a huge impact. This is Anthem, where innovation is the force that will drive the future of health care.

So what drives you? If it’s the desire to build a career where the work you do affects millions, you’re in the right place. Take what you’ve learned to the next level, combine your knowledge with our experience, expertise and resources; and start changing peoples’ lives.

Anthem is one of Fortune magazine’s Most Admired Companies, has a wealth of opportunities for students and graduates who are ready to make a difference.

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Ready to build a career where you make a difference and impact millions of lives? Review our undergraduate and graduate internship programs where you can combine your knowledge, experience and expertise in a growing industry.

Build your career, or even start it through our undergraduate and graduate internships that help us identify future leaders. We’re transforming our industry and here’s the chance to be a part of it.

 

Your Questions, Answered

You have to be at least 18 years of age (unless part of an approved/sponsored program) and currently enrolled in an accredited US college or university. For actuarial students, sitting for or having at least one exam completed by the time your interview is an advantage.

Visit our main page and search internships – apply via APPLY link on the specific opportunity.

We offer internships that are 3 months, 6 months and part-time during the school year. Our opportunities are based on business needs and student availability.

We are delighted to get to know you! Our team participates in various on-campus events throughout the year and from time to time hosts meetings in our offices. The fastest way to see where you stand in the application process is to log into our system to check your status.

Because internships are temporary positions, the only benefits offered at this time are access to our onsite fitness facilities, and the ability to contribute to a 401k. We do, however, offer opportunities to get connected, and be mentored through our various ARGs (Associate Resource Groups).