Broker Support Manager

Summary

Join Clover Health as a Broker Support Manager and lead our broker support call center team. You will optimize operations, ensuring seamless handling of broker inquiries and escalations. This role involves managing the team, forecasting call volume, handling complex escalations, and improving operational efficiencies through technology. The ideal candidate is a strategic thinker focused on operational excellence and continuous improvement. You will mentor agents, build a robust escalation management framework, and work closely with broker managers. Success in this role requires strong leadership, communication, and analytical skills, along with experience in call center management and Medicare Advantage.

Requirements

• Minimum 5 years of experience in call center management or broker support roles
• Proven track record in handling escalations and implementing process improvements
• Proficiency in workforce management tools and forecasting models
• Familiarity with CRM systems and emerging call center technologies
• Excellent analytical, problem-solving, and communication skills
• Strong leadership and team management capabilities
• Strong relationship management experience
• Strong communication and organizational skills with a proven attention to detail

Responsibilities

• Manage and mentor a team of agents, fostering a high-performance culture
• Forecast call volumes and manage resources to meet demand fluctuations and ensure compliance with SLAs
• Act as the point of contact for handling complex field escalations and build a robust escalation management framework to reduce resolution times
• Work closely with broker managers to understand their agent needs and provide tailored solutions
• Identify and implement process improvement opportunities to enhance efficiency and customer satisfaction
• Develop KPIs and monitor performance metrics and trends

Preferred Qualifications

Experience working in Medicare Advantage