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Director, Member Services
Member Services – Admin Department

New York, NY


The 1199SEIU Benefit & Pension Funds provide comprehensive health, pension, and quality of life benefits to unionized workers represented by 1199SEIU United Healthcare Workers East. We are among the largest labor-management funds in the nation, covering 400,000 members and their families.

If you’re ready for the brightest career future, join us in this excellent opportunity to showcase your talents. We are currently seeking an experienced Director, Member Services for our Member Services – Admin Department.

Responsibilities:

  • Direct day-to-day inbound call center operations, including telephone, email, and in-person services, consisting of a 170+ representatives, managers, supervisors and support staff.
  • Accountability for driving and measuring service excellence and first contact resolution objectives across operational areas including Member and Retiree Services call-center, and walk up windows based services.
  • Oversee department’s technology operations including call monitoring collection and reports, assessments, and observance to servicing guidelines and protocols. This includes developing and maintaining call tracking and reference systems including BeneFAQs.
  • Mediate, respond to, and resolve highly sensitive member issues with a high level of professionalism, understanding and empathy.
  • Lead by example, motivate and generate enthusiasm among call center employees to create a culture of productivity, and responsiveness.
  • Establish clear roles, direction, responsibilities, and performance requirements for call center management team. Ensure management team and staff exhibit a high degree of ownership and accommodation when interfacing with members.
  • Utilize ACD system data and other tools to forecast contact volumes and identify trends to develop and implement staffing requirements.
  • Oversee daily performance ensuring high levels of goal attainment and quality of service by utilizing call monitoring, assessments, and observance to servicing guidelines and protocols. Collaborate with departments to ensure that members receive accurate and timely information regarding their benefits and resolve potential barriers to members’ access to benefits.
  • Create and update department policies, procedures and established protocols as required.
  • Develop and effectively manage budget for assigned cost centers.
  • Perform additional duties and projects as assigned.

Qualifications:

  • Bachelor’s Degree or equivalent years of work experience;
  • Minimum of eight (8) years senior level management experience in high volume call center (50 representatives or more); progressive experience in a Taft-Hartley Fund and Union environment; collective bargaining experience preferred
  • Knowledge of Call Center Management and quality management programs and systems related to automatic call distribution, language line, call monitoring and reporting required
  • Knowledge of emerging call center technology, servicing models, standards and goals desired
  • Proven leadership, interpersonal, communication skills (both written and oral); must have experience demonstrating training capabilities
  • Ability to motivate and energize staff and apply new skills and/or techniques to respond to organization needs
  • Demonstrate the ability to honor commitments consistent with organization and department’s vision, behave ethically and act with integrity, communicate with candor, be passionate about the members we serve, set high expectations and be accountable
  • Must meet performance standards including attendance and punctuality

We offer a competitive salary, an excellent fully employer-paid comprehensive benefits package and talented professional colleagues. For consideration and to apply, please visit us at: http://chm.tbe.taleo.net/chm03/ats/careers/requisition.jsp?org=NBF1199&cws=1&rid=6660.

We are an Equal Opportunity Employer.

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