National BRC Manager

General Description: Responsible for the management of the Houston Benefit Resource Center (BRC) and oversight for BRC locations in other cities.

Responsibilities:

· Hands on management of Houston BRC Team (10+ Benefit Specialists) hire, develop, train and team performance in accordance with the BRC Standards.

· National Leadership responsibilities for the other BRC locations across the country.

· Responsible for full-cycle management and development of BRC Team Leaders and team members. Team Leaders are located across the US and quarterly face-to-face visits are required.

· Develop and deliver training and training tools consistently for all BRC units.

· Ensure standards, operational processes, training opportunities, and management is occurring across all units.

· Ensure the BRC services are communicated, implemented, and valued through regular engagement with USI Account Management teams.

· Develop, communicate, and implement educational information and sales tools for the USI service and sales teams.

· Collaborate with Team Leaders to develop shared resources and process.

· Prepare, analyze, and deliver national and regional reports on BRC performance. Includes overall, unit, and associate performance.

· Review open calls and phone interactions. Ensure accurate, timely responses, and quality service.

· Oversee team member workload and appropriate staffing levels.

· Participate in meetings and briefings for select opportunities.

· Collaborate with Team Leaders to identify trends. Report them to the insurance carrier and/or the Account Manager.

· Develop and fine-tune appropriate workflows to ensure efficiencies. Implement changes when needed.

· Function as resource and escalation point for Team Leaders.

· Develop effective interdepartmental communication strategies to foster team behavior.

· Work with IT and National EB Operations Manager on systems and system development.

Knowledge, Skills, and Abilities:

· Prior claims resolution experience or related call center experience preferred.

· College degree preferred.

· Must hold or be willing to earn life and health insurance license.

· Prior managerial experience required.

· Formidable team leadership abilities.

· Comfortable with internet-based programs, Microsoft Office products, and call tracking systems.

· Strong attention to detail and ability to self-check work.

· Excellent time management skills.

· Excellent problem-solving skills.

· Able to energize and motivate others.

· Strong verbal and written communication skills.

· Forty percent (40%) travel to other BRC locations.

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