National BRC Manager
Location:
CT - Meriden, TX - Houston
Apply nowGeneral Description: Responsible for the overall management of the Benefit Resource Center (BRC) unit and management of BRC Team Leaders.
Responsibilities:
• Responsible for full-cycle management and development of BRC Team Leaders and team members. Team Leaders are located across the US and quarterly face-to-face visits are required.
• Develop and deliver training and training tools consistent for all BRC units.
• Ensure standards, operational processes, training opportunities, and management is occurring across all units.
• Ensure the BRC services are communicated, implemented, and valued through regular engagement with USI Account Management teams.
• Develop, communicate, and implement educational information and sales tools for the USI service and sales teams.
• Work with Team Leaders to develop shared resources and process.
• Prepare, analyze, and deliver national and regional reports on BRC performance. Includes overall, unit, and associate performance.
• Review open calls and phone interactions. Ensure accurate, timely responses, and quality service.
• Oversee team member workload and appropriate staffing levels.
• Participate in meetings and briefings for select opportunities.
• Work with Team Leaders to identify trends. Report them to the insurance carrier and/or the Account Manager.
• Develop and fine-tune appropriate workflows to ensure efficiencies. Implement changes when needed.
• Act as resource and escalation point for Team Leaders.
• Develop effective interdepartmental communication strategies to foster team behavior.
• Work with IT and National EB Operations Manager on systems and system development.
Knowledge, Skills and Abilities:
• Prior claims resolution experience or related call center experience preferred.
• College degree preferred.
• Must hold or be willing to earn life and health insurance license.
• Prior managerial experience required. Strong team leadership abilities.
• Comfortable with internet-based programs, Microsoft Office products, and call tracking systems.
• Strong attention to detail and ability to self-check work.
• Excellent time management skills.
• Excellent problem-solving skills.
• Able to energize and motivate others.
• Strong verbal and written communication skills.
• Able to travel as needed.
*LI-CG1
Job ID:
26277