Broker Support Manager

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Requirements:

• Experience working in Medicare Advantage (Strongly Preferred).
• Minimum 5 years of experience in call center management or broker support roles.
• Proven track record in handling escalations and implementing process improvements.
• Proficiency in workforce management tools and forecasting models.
• Familiarity with CRM systems and emerging call center technologies.
• Excellent analytical, problem-solving, and communication skills.
• Strong leadership and team management capabilities.
• Strong relationship management experience.
• Strong communication and organizational skills with a proven attention to detail.

Responsibilities:

• Manage and mentor a team of agents, fostering a high-performance culture.
• Forecast call volumes and manage resources to meet demand fluctuations and ensure compliance with SLAs.
• Act as the point of contact for handling complex field escalations and build a robust escalation management framework to reduce resolution times.
• Work closely with broker managers to understand their agent needs and provide tailored solutions.
• Identify and implement process improvement opportunities to enhance efficiency and customer satisfaction.
• Develop KPIs and monitor performance metrics and trends.