Hybrid Customer Care Manager II: Lead & Elevate Service

Anthem Blue Cross & Blue Shield; Columbus (GA); Hybrid; USD 70,000 - 95,000; Full time

Job summary

Elevance Health is seeking a Manager II Customer Care in Columbus, GA to oversee a team of 30-35 associates across phone, email, and chat channels. The role focuses on ensuring coverage, scheduling, productivity targets, and service level goals while driving process improvements.

The position requires a BA/BS and 2+ years of management plus 5+ years in customer service, with mentoring and budget accountability as part of leadership responsibilities.

Qualifications

• Requires BA/BS degree and a minimum of 2 years management experience and a minimum of 5 years customer service experience.
• Demonstrated ability to lead, coach and develop a customer service team.
• Experience monitoring and improving customer service performance metrics.

Responsibilities

• Oversee day-to-day operations for customer support channels (phone, email, chat) including scheduling and productivity targets.
• Supervise representatives to meet service level goals (quality, response time, resolution rate, customer satisfaction).
• Resolve escalated customer issues and communicate changes to relevant parties.
• Mentor lower-level managers and act as SME for other areas; manage vendor deliverables and budgets as needed.

Skills

Team Leadership

Customer Service

People Management

Performance Metrics

Education

BA/BS degree

Job description

Elevance Health is seeking a Manager II Customer Care in Columbus, GA to oversee a team of 30-35 associates across phone, email, and chat channels. The role focuses on ensuring coverage, scheduling, productivity targets, and service level goals while driving process improvements.

The position requires a BA/BS and 2+ years of management plus 5+ years in customer service, with mentoring and budget accountability as part of leadership responsibilities.