Key Qualifications
- High School Diploma or equivalent required. Bachelor's Degree preferred.
- 5+ years experience managing within a Contact Center or Call Center Operations Management environment required
- Experience in leading multi-channel virtual operational teams.
- Experience leading in a Customer Centric culture. Strong customer service orientation.
- Experience with Net Promoter Score (NPS) preferred and a proven history of improving an operation's overall effectiveness and efficiency while improving the customer experience.
DUTIES & RESPONSIBILITIES:
The Customer Service Manager is responsible for managing a Medical Contact Center Operations team in a virtual environment. Engage and motivate a large team with diverse skills, responsibilities, and geographic locations to deliver Customer Centered service through a time of significant change. Drive collaboration with matrix partners to understand and deliver upon our promises to our customers, clients, and employees
Responsibilities
- Leads a team of 8 to 10 Front Line Supervisors and Staff (total span of control 100+), across 24 x 7 service shifts
- Directs the overall service related activities for the team's customer service function. Supports the company's customer experience and operations strategies
- Lead People Initiatives with Human Resources including compensation planning, performance management, staffing, employee relations, employee recruitment, training, teaming and employee development
- Interfaces with other service functions and business units (e.g. sales, account management, technology) accordingly
- Directs workforce management execution to optimize operational efficiencies while not compromising the customer experience.
- Executes technology and process enhancements to improve operational efficiency, enhance the customer experience, and respond to customer requests. Develops innovative solutions
- Anticipates Customer needs and proactively develops solutions to meet them;
- Solves unique and complex problems with broad impact on the business;
- Develops and manages business plans to achieve objectives.
- Manages external and internal service compliance; identify risk/compliance opportunities; supports assessment and mitigation of identified risks; responsible to corporate risk and other compliance functions
- Continuously identify, analyze, and drive service expense opportunities by employer group and by account; deliver short- and long-term savings to the company and customers by enhancing the service experience; influence others to consider the customer's service expense opportunities
- Acts as a change leader, exhibiting managerial courage, delivering transparent and accurate messages to leadership and staff, and driving operational improvement efforts that positively impact customer centricity, accuracy, and efficiency
- Develop direct reports through coaching, delegation and guidance to master current roles and expand their influence for more responsibility or another client role
- Focus on improving the Customer Experience through coaching, guidance and identification/execution of operational improvement opportunities. Collaborate with Quality and Coaching to improve overall audit performance on customer surveys.
General Safety and Security
- Protects the organization's assets by upholding the principles of the Quality Information Security Management System (QISMS).
- Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization's business functions.
COMPETENCY REQUIREMENTS:
- Strong operational orientation and competence. Demonstrated influential leadership in/with a highly matrixed operations organization.
- Proven results in leading an organization and peers through changing business and/or operations priorities.
- Excellent leadership and management capability, specifically related to proactive succession management and performance management within the team.
- Ability to motivate, inspire and rally a team around a common vision.
- Exceptional verbal and written communication skills with demonstrated ability to research, problem solve, trouble shoot, lead, influence and partner across a matrix organization
