Physicians Mutual Insurance Company

Physicians Mutual Teleservices team is hiring a Manager of Outbound Operations who will have direct oversight of two (2) Unit Supervisors engaged in customer Outbound Teleservices and two (2) Teleservices Scheduling Coordinators responsible for scheduling resources to meet service standards and program goals for Inbound and Outbound. They will indirectly supervise staff of 35-40 Outbound Teleservices Representatives servicing customers and promoting policies via outbound calling systems. Monitors OB Department production and quality of service.

ABOUT THE JOB

Duties Include: Working with Program Owners to evaluate and revise current programs and generate new program strategies to improve customer retention and enhance sales revenue. Prepares OB Department Business Plan and operating and capital budget. Employment interviews, oversee the hiring process, and terminates staff as necessary. Prepares and conducts performance appraisals and disciplinary actions. Facilitates technical solutions for Teleservices and generates process and procedural changes that generate synergy across IB/OB Teleservices Departments. Generates and monitors call center reporting. Serves as project manager, team member, and steering committee member for special projects. Requirements: Bachelor’s degree in business, a related field OR equivalent experience required. Approximately 5 years previous experience in a management position is required. 3 to 5 years of call center supervision, experience with a predictive dialer, scripting tool, call center technology and inbound operations is required. Previous project management experience preferred. Ability to effectively manage, organize, lead, and evaluate performance of subordinates. Strong decision-making skills to identify Department needs and initiate changes as required. Ability to analyze work flows or trends to develop efficient and effective procedures and solutions. Well-developed verbal and written communication skills to communicate across Division lines. Strong knowledge of project management techniques and requirements. Ability to operate PC, management systems and thorough understanding of call center technology. Self-motivated and able to work under loose supervision while making independent decisions. Ability to effectively manage, organize, lead, and evaluate performance of subordinates. Ability to plan, prioritize, and follow through on projects to meet established standards and deadlines. About us: Health. Life. Retirement. The Physicians Mutual family empowers people from all walks of life to enjoy the financial security they deserve. That’s what Insurance for all of us® is about. The Physicians Mutual family includes Physicians Mutual Insurance Company and Physicians Life Insurance Company. Physicians Mutual Insurance Company offers reliable dental and supplemental health insurance (and now, pet insurance!). Physicians Life Insurance Company provides important Medicare Supplement and life insurance coverage. The company additionally offers coverage for funeral pre-planning to help meet the growing needs of funeral homeowners and the families they serve. Since our start in 1902, our dedication to delivering on our promise has helped make us one of the nation’s leading health and life insurance providers. In fact, we are rated in the top 1% of insurance companies. We consistently maintain some of the highest financial strength ratings in the nation from independent insurance analysts, including A.M. Best Company and Weiss Ratings, ensuring we’ll be there for our policyowners and our employees far into the future. But the achievement we’re most proud of? We have a 95% customer approval rating — a true sign of a company dedicated to embodying its vision.

RESPONSIBILITIES

• Direct oversight of two Unit Supervisors and two Teleservices Scheduling Coordinators.
• Indirect supervision of 35-40 Outbound Teleservices Representatives.
• Evaluate and revise current programs, generate new program strategies to improve customer retention and enhance sales revenue.
• Prepare OB Department Business Plan and operating and capital budget.
• Oversee hiring process, conduct employment interviews, and terminate staff as necessary.
• Prepare and conduct performance appraisals and disciplinary actions.
• Facilitate technical solutions for Teleservices and generate process and procedural changes across IB/OB Teleservices Departments.
• Generate and monitor call center reporting.
• Serve as project manager, team member, and steering committee member for special projects.

QUALIFICATIONS

• Bachelor’s degree in business or a related field OR equivalent experience required.
• Approximately 5 years previous experience in a management position.
• 3 to 5 years of call center supervision, experience with a predictive dialer, scripting tool, call center technology and inbound operations.
• Previous project management experience preferred.
• Strong decision-making skills, ability to identify Department needs and initiate changes.
• Ability to analyze work flows or trends to develop efficient and effective procedures and solutions.
• Well-developed verbal and written communication skills.
• Strong knowledge of project management techniques and requirements.
• Ability to operate PC, management systems and thorough understanding of call center technology.
• Self-motivated and able to work under loose supervision while making independent decisions.

OTHER

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