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Participant Services Manager at AE Perkins. Position Summary:. The Participant Services Manager is responsible for leading a multi-channel service team to deliver exceptional benefit plan administration. This role emphasizes strong people leadership, process management, and client-centric service. The Manager oversees contact center operations, including staffing, performance management, and service delivery. Additionally, this individual will drive first-call resolution, enhance participant education, and support interdepartmental collaboration to improve service outcomes.. Principal Duties & Responsibilities:. Leadership & Team Management:. . Facilitate and coach the contact center team, providing leadership that fosters high performance and accountability. (Advanced). . Perform personnel actions, including hiring, scheduling, training, and evaluating employees to build a skilled and motivated team. (Intermediate). . Promote a culture of service excellence by regularly communicating expectations, delivering training, and setting a positive example. (Advanced). . Provide ongoing coaching, counseling, and performance management to support employee development and retention, including career mapping for growth within the organization. (Advanced). . Service Delivery & Operational Efficiency:. . Ensure adequate staffing coverage and efficient resource allocation to meet customer support demands via phone, live chat, and email. (Intermediate). . Manage the contact center to meet and exceed service goals, focusing on increasing productivity and reducing costs while adhering to budget constraints. (Advanced). . Monitor call queues and manage real-time adjustments to maintain service standards, ensuring prompt and effective responses. (Intermediate). . Develop and implement processes to enhance participant interactions, ensuring an optimal service experience. (Advanced). . Performance Monitoring & Reporting:. . Track, analyze, and regularly report team performance to senior management, identifying trends and providing recommendations for improvement. (Intermediate). . Lead efforts to achieve first-call resolution for participant inquiries and complaints, balancing participant needs with organizational objectives. (Advanced). . Act as a third-tier support, addressing escalated technical issues and participant concerns efficiently and empathetically. (Intermediate). . Collaboration & Interdepartmental Partnerships:. . Build and maintain collaborative relationships with other departments to ensure cohesive, participant-centric service delivery. (Intermediate). . Actively contribute to cross-functional initiatives, representing the Participant Services team in efforts to enhance operational effectiveness. (Advanced). . Step in and support organizational roles as needed to maintain effective business operations, adapting to changing demands. (Intermediate). . Knowledge, Skills, and Abilities Required:. . Customer Service Expertise:. . . Minimum of 4-6 years of experience in a customer service or contact center environment, with proven ability to manage customer inquiries through multi-channel support. (Intermediate). . Previous experience in healthcare, benefits administration, or insurance industries preferred, bringing familiarity with relevant processes and participant needs. (Intermediate). . . Leadership & Supervisory Skills:. . . Strong experience in contact center supervision, with a focus on team development, performance management, and fostering a high-performance culture. (Advanced). . Demonstrated ability to make decisions under pressure, exercise good judgment, and motivate others to achieve service excellence. (Advanced). . . Analytical & Problem-Solving Abilities:. . . Detail-oriented with strong critical thinking skills, able to identify operational challenges and implement effective solutions. (Intermediate). . Ability to dive into complex issues when needed, displaying a hands-on approach to problem resolution. (Advanced). . . Technical Proficiency:. . Proficient in Microsoft Excel and Word, with an aptitude for leveraging these tools to enhance reporting and operational workflows. (Intermediate). . Credentials & Experience:. . Bachelor’s degree or equivalent combination of education and experience preferred.. . Minimum of 4-6 years of experience in a customer service or contact center environment.. . Contact center supervisory experience required.. . Experience within healthcare, benefits administration, or insurance industry preferred.. . Company Location: United States.