**The Role: **
As the Call Center Care Advocate Manager at Carrot Fertility in Des Moines,
Iowa, you will be responsible for leading and managing a team of call center
representatives who provide exceptional customer service and support to our
members.
This role will require 4 days in office a week, with the 5th day being
remote/hybrid. There will be two shifts: 6am-3pm PST and/or 11am-8pm PST.
The Care Advocate manager will be responsible for leadership, team management,
customer service excellence, performance monitoring and improvement, training
and development, as well as collaboration and process enhancement. You will be
expected to set clear performance expectations, provide coaching and feedback,
and offer professional development opportunities to maximize individual and
team performance.
They will oversee the resolution of complex member inquiries or issues to
ensure timely and satisfactory resolutions and develop a deep understanding of
the company's products, services, and processes to provide accurate
information and guidance to both members and the team.
**The Team: **
As the Call Center Care Advocate Manager you will collaborate with a diverse
team, both remotely and on-site. Interacting with the Director of Care
Navigation, the VP of Member Success, and multiple operations professionals,
you will drive exceptional customer service, operational excellence, and
meaningful impact on our members' fertility journeys. Join our team and
contribute to a collaborative work environment that values communication,
inclusivity, and continuous improvement.
**Minimum Qualifications: **
* Bachelor's degree in business, communication, or a related field preferred.
* 3-5 years of experience in call center management, preferably in a healthcare or insurance-related industry.
* Proven track record of effectively leading and managing a team of call center representatives.
* Established track record of exceeding targets, KPI’s, and Service Level Agreements (SLAs).
* Strong customer service and problem-solving skills, with the ability to handle escalated customer issues.
* Excellent communication skills, both verbal and written, with the ability to interact effectively with individuals at all levels of the organization.
* Proficiency in data analysis and reporting, utilizing relevant software and tools.
* Knowledge of fertility benefits or healthcare industry is a plus.
* Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
**Preferred Qualifications:**
* Previous experience with ZenDesk and/or ZenDesk Talk software
* Ability to work independently with little management or direction on routine duties or projects, minimal general instruction on new assignments.
* Requires extensive customer service experience (inclusive of phone and email support), people management, and organizational skills.
* Proven experience growing and scaling a large global team to offer omnichannel, multi-language, and multi-country support.
* Demonstrated ability to implement process enhancements and efficiencies including performance.
* Demonstrated business acumen, customer awareness, and ability to create value.
* Ability to oversee or direct functions, delegate work, and effectively negotiate issues with leadership
**Compensation: **
Carrot offers a holistic Total Rewards package designed to support our
employees in all aspects of their life inside and outside of work, including
health and wellness benefits, retirement savings plans, short- and long-term
incentives, parental leave, family-forming assistance, and a competitive
compensation package. The starting base salary for this position will range
from $106,000-$130,000. Actual compensation may vary from posted base salary
depending on your confirmed job-related skills and experience.
