Director Customer Service

Company :

Job Description : 

JOB SUMMARY

This job is responsible for leading contact center operations for commercial group, individual and business partner functions.  The incumbent is responsible for motivating and cultivating a team that is able to provide excellent service allowing for a consumer centric approach balanced with a cost competitive structure to achieve opportunities for additional business.  

ESSENTIAL RESPONSIBILITIES 

• Provide leadership and oversight of management for service operations.
• Establish, monitor and work with team to improve on all aspects of service operations.
• Ensure all operational processes are in compliance with established quality standards, government and industry regulations, and client requirements.
• Work closely with other management areas to ensure operational consistency within the organization and all lines of business.
• Other duties as assigned or requested.

QUALIFICATIONS

Minimum 

• Bachelor’s degree or relevant experience and/or education as determined by the company in lieu of bachelor's degree

Preferred

• Master’s Degree

Skills

• Experience to effectively manage, direct, and motivate staff
• Demonstrated track record of operational effectiveness
• Strategic thinking and planning
• Must be willing to travel to meet with clients, attend conferences as well as assist Sales with site visits to potential clients
• Financial and budget/expense management experience

SCOPE OF RESPONSIBILITY
Does this role supervise/manage other employees?

Yes

WORK ENVIRONMENT
Is Travel Required?

Yes

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This position adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times.  In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. 

Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Pay Range Minimum:

Pay Range Maximum:

Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations.  The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.

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