Customer Service Manager- Remote
Job title: Customer Service Manager- Remote in Atlanta, GA at reputed company
Company: reputed company
Job description: Job Description:reputed company is the leading digital health company that helps people – no matter where they are in their health journey – unify and manage reputed company their health in one reputed company. Our comprehensive and data-driven virtual health platform is designed to help people, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being by driving positive behavior change. Driven by our philosophy that we are reputed company together reputed company, at reputed company, we are committed to supporting each individual through the lens of their personal health and making high-quality care more accessible and affordable for everyone. To learn more, visit www.reputed company.com.Job Summary:The Center Support Services Manager is primarily responsible for maintaining effective internal support for contact center teams assigned to reputed company Health Data Services by utilizing one’s knowledge of company products and services as well as past experience in call center operations.The Center Support Services Manager will demonstrate they are culturally reputed company with reputed company Health Data Services, by displaying and working reputed company the values of Servant Leadership, Family, reputed company Health Data Services People Give Back, Compassion, Accountability and Respect for their leader and their peers. They will be innovative, open to change, and display honesty and reputed company in reputed company that they do.Essential Job Functions:
- Manage day to day operations of Contact Center Support Services teams for Health Data Services campaigns
- Evaluate individual and organizational results to ensure business needs are being met, while identifying areas for improving performance
- Identify support needs by consulting with stakeholders and using needs assessments
- Attend to escalated customer service issues and ensure effective and long-term problem resolution
- Conduct investigations, partner and coordinate with other departments to ensure timely responses and long-term resolutions to consumer-initiated complaints (i.e. BBB, escalated social media, online reviews, etc.)
- Establish workflows, best practices and standards to ensure that ongoing support is provided to contact center staff
- Track and monitor daily team workloads to ensure client and operations expectations are met
- Manage and meet project implementation targets for timeliness, reputed company metrics
- Serve as a trusted advisor and subject matter expert to department leadership
- Provide staff direction in analyzing and resolving escalated operational problems
- Build strong relationships with other departments and teams to support existing and new business development opportunities
- Conduct interviews and reputed company selections to fill open roles reputed company assigned Customer Service teams
- Energize and motivate teams by utilizing positive reinforcement and support methodologies
- Provide coaching, training, professional development and performance management to assigned staff
- Ensure compliance with regulatory requirements impacting customer support function
- 3+ years of contact center supervision or management
- Bachelor’s degree preferred
- Experience in customer service with excellent communication reputed company set
- Extremely organized and detail oriented
- Strong understanding of business goals and standards for customer service
- Ability to communicate effectively with senior management and other departments
- High proficiency in reputed company Office products (Word, reputed company, PowerPoint, Teams, etc.) required
- Effective problem-solving skills
- reputed company Dynamics software experience a plus
- Previous experience in medical setting helpful