**Experienced Customer Service Manager – Call Center Operations (Fully Remote)**

Are you a seasoned call center professional with a passion for driving performance improvements, fostering team development, and delivering exceptional customer service? Do you have a deep understanding of Amazon Connect and experience managing a call center team? If so, we encourage you to apply for the Customer Service Manager position at arenaflex, a fast-growing health insurance organization dedicated to providing high-quality, affordable healthcare to everyone. **About arenaflex** arenaflex is a dynamic and innovative health insurance organization that believes everyone deserves access to quality healthcare. Our mission is to provide employer-sponsored group health insurance solutions that meet the unique needs of our clients. We are committed to delivering exceptional customer service and building strong relationships with our clients and partners. **Job Summary** We are seeking an experienced Customer Service Manager to lead our call center operations and drive performance improvements. As a key member of our team, you will be responsible for overseeing the day-to-day operations of the call center, developing and executing strategies to enhance efficiency and performance, and coaching and supporting our call center team. If you have a proven track record of success in managing and improving call center operations, we encourage you to apply. **Responsibilities** As a Customer Service Manager at arenaflex, you will be responsible for: * Reporting directly to the VP of Client Experience * Overseeing and managing the daily operations of the call center * Developing and executing strategies to enhance call center efficiency and performance * Ensuring customer interactions are handled promptly and professionally * Monitoring and analyzing call center metrics, identifying opportunities for improvement * Recruiting, training, and mentoring call center agents to build a high-performing team * Motivating, engaging, and supporting the call center staff to drive results * Managing the call center budget and optimizing resources effectively * Leveraging Amazon Connect to streamline call routing, customer engagement, and reporting processes * Collaborating with the VP of Client Experience to ensure the proper configuration and utilization of Amazon Connect to meet business needs and optimize call handling * Troubleshooting and resolving any issues related to Amazon Connect, collaborating with IT and AWS support as needed * Staying informed on the latest Amazon Connect features and functionality for optimal use * Collaborating with other departments to ensure a seamless and consistent customer experience * Performing other duties as assigned by your manager **Requirements** To be successful in this role, you will need: * 5 years of experience in a call center management role, preferably within the health insurance industry * Expert knowledge of Amazon Connect * Experience working in a remote environment and managing a remote team * Strong leadership skills with the ability to inspire, mentor, and drive performance improvements across diverse teams * Ability to work independently and as part of a team * Proven track record of success in managing and improving call center operations * Experience working in a fast-paced, high-functioning environment * Excellent communication, organizational, and problem-solving abilities to address challenges and enhance operations **Physical Requirements** This role requires: * Prolonged periods sitting at a desk and working on a computer per day * Repetitive use of fingers, hands, elbows, and arms including typing, reaching, grasping, and writing * Ability to lift, carry, push, pull, and carry 5-30 pounds occasionally * Hearing and speaking ability sufficient to carry on a conversation with another individual (or groups of individuals) in person and over the telephone * Visual ability is sufficient to read and produce printed material and information displayed on a computer screen **Perks and Compensation** As a valued member of our team, you will enjoy: * Full-time / Exempt position * Salary Range: $75,000 to $80,000 * Travel: 5% * Internet Reimbursement * Cellular Reimbursement * Fully Remote / Work from the comfort of your home! * 401(k) plan participation with employer-matched contributions * Full medical, dental, and vision benefits with 100% employer-paid premiums after the introductory period is met **Equal Employment Opportunity** arenaflex provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. **How to Apply** If you are a motivated and experienced call center professional looking for a new challenge, we encourage you to apply for the Customer Service Manager position at arenaflex. 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