Here we grow again!
Wipro is seeking individuals who combine excellent problem-solving skills with the ability to function effectively both as part of a team or on an individual basis to bring their talent to our team.
Wipro is a leading global IT solutions and services company with over 240,000 dedicated employees serving clients across multiple continents and 66 countries.
We offer a strong compensation package that includes competitive pay and day one benefits. Wipro also offers many opportunities for career advancement within our engaging and exciting culture.
On site 3701 Boardman Canfield Rd., Bldg. B, Canfield Ohio 44406
Work authorization: US Citizen or Green Card only
No relocation
The Customer Service Manager is responsible for a team of Call Representatives who answer in-bound calls from members and providers responding to questions about their medical, dental and vision benefits. Managers are responsible for monitoring quality and adherence goals of their team, tracking progress and providing leadership feedback on any areas of concern, working with members and clients on escalations and other Operational oversight. A Customer Service Manager's role includes 20 - 30% of their day participating in client facing meetings and work sessions.
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- Manage a team that may work both in-office or remotely.
- Monitor call que volume to assure service level expectations are being met for our clients.
- Play a key role in the review of quality findings and calibration and assist in the development of any necessary remediation plans.
- Support client meetings and audits as needed.
- Report and presentation development that can be presented to internal and external customers highlighting progress and opportunites.
- Other duties as assigned.
- High School/GED required
- Demonstrate skills in problem solving and benefit plan interpretation
- Knowledge of CPT codes, ICD10 codes and medical terminology
- 3+ years working in health care (preferably in a call center)
- Previous experience as a lead/supervisor preferred