Title: Regional Director, Customer Care Department: Customer Care

Bargaining Unit: NBU Grade: N/A

Position Type: Exempt Hours per Week: 40

Position Summary

The Regional Director, Customer Care provides direction, leadership and oversight to Customer Care management teams in accordance with Company guidelines, regulatory requirements, and client needs.

"Has minimum necessary access to Protected Health Information (PHI) and Personally Identifiable Information (PII) by Job Description/Role."

Key Duties and Responsibilities

• Provides daily leadership for Customer Care management teams in assigned region.
• Develops staff through performance management, goal setting, training, and effective employee relations.
• Optimizes workflows/processes, tools, staff allocation, and technology to ensure efficient and cost-effective day to day operations.
• Implements and monitors internal systems, policies, and procedures to ensure operations are in compliance with client needs, new developments, regulations, and reporting requirements.
• Provides input into departmental budget and oversees expenses to ensure efficient operations within budget guidelines.
• Partners with Client Service to remediate escalated participant issues, review plan changes, and attend to other client needs.
• Oversees successful implementation of new clients.
• Participates in new business presentations and client meetings as requested.
• Maintains current knowledge of assigned Plan(s) and effectively applies knowledge.
• Performs other duties as assigned.

Minimum Qualifications

• Bachelor's degree in a business-related field.
• Seven years of experience working in a customer service operations leadership role.
• Working knowledge of call center telephony and reporting systems.
• Experience with call metrics and analysis, staffing models, and workforce management.
• Experience in performance management according to call metrics. (KPI)
• Exceptional team player with the confidence and integrity to earn client and internal team confidence quickly.
• Strong decision-making and organizational skills, with the ability to optimize the use of all available resources and deliver on multiple priorities.
• Exceptional analytical and problem resolution skills; ability to exercise independent, sound judgment.
• Ability to effectively manage staff remotely.
• Ability and willingness to travel as necessary.
• Computer proficiency including Microsoft Office applications and tools.

Preferred Qualifications

• Experience in a third-party administrator or health and welfare industry.
• Bi-lingual.

*Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee of this job. Duties, responsibilities and activities may change at any time with or without notice.

Working Conditions/Physical Effort

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Disability Accommodation

Consistent with the Americans with Disabilities Act (ADA) and other applicable federal and state law, it is the policy of Zenith American Solutions to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact the Recruiting Department at recruiting@zenith-american.com, and we would be happy to assist you.

Zenith American Solutions. Real People. Real Solutions. National Reach. Local Expertise.

We are currently seeking an experienced Regional Director, Customer Care with the necessary skills, initiative, and personality, along with the desire to get the most out of their working life, to help us be our best every day.

Zenith American Solutions is the largest independent Third Party Administrator in the United States and currently operates over 40 offices nationwide. The original entity of Zenith American has been in business since 1944. Our company was formed as the result of a merger between Zenith Administrators and American Benefit Plan Administrators in 2011. By combining resources, best practices and scale, the new organization is even stronger and better than before

We realize the importance a comprehensive benefits program to our employees and their families. As part of our total compensation package, we offer an array of benefits including health, vision, and dental coverage, a retirement savings 401(k) plan with company match, paid time off (PTO), great opportunities for growth, and much, much more!

Internals to Apply:

If you meet the minimum qualifications and are interested in applying for the above position, please submit an application. All applications must be received by 5:00 pm on the Internal Posting Deadline listed above in order to be considered prior