Customer Service Manager

Sharecare•Atlanta, GA

About The Position

Under the direction of the Sr Manager of Customer Service, the Customer Service Manager will oversee a team of Customer Service Representatives and/or Engagement Specialists. Responsibilities include the coaching, development and daily support and management of the team. In addition, the Customer Service Manager is responsible for metric and quality performance monitoring. The successful candidate will recognize, embrace, and support the philosophy, mission, values, and vision of Sharecare. Demonstration of these values will be evident by leadership practices, integrity, and a demeanor consistent with the culture of professionally representing Sharecare. Analytical, decision-making prioritizing and leadership skills, along with considerable tact and diplomacy, are all extremely important.

Requirements

Minimum of 2 years Call Center Customer Service experience
College degree or demonstrated professional leadership experience
Excellent verbal and written communication skills
Detail oriented and well organized
Demonstrates follow through on assignments
Effectively navigates telephony and Computer Information Systems technology
Displays sound judgment and critical thinking skills
Available to work all shifts / days as needed
Ability to deliver and receive feedback to include difficult discussions
Ability to maintain a high degree of confidentiality
Proficient with MS Office
Ability to work flexible hours and shifts

Nice To Haves

Positive attitude
Demonstrates time management skills
Team player
Flexible

Responsibilities

Oversee daily operations and performance of customer service representatives.
Manages, coaches and trains staff to meet established performance standards.
Performs regular call monitoring & audits of staff phone conversations to ensure that accurate information is being articulated to patients and customers.
Monitors phone system and call volume throughout the day; ensure the phones have the proper staffing, reporting any trends in call volume to the WF Manager ensuring the phones are answered within the established Service Level Agreements.
Handle escalated customer complaints or complex issues.
Communicate and meet with Clients as needed, including but not limited to implementations, complaint resolution and process improvement discussions.
Facilitate staff training sessions and support career development.
Monitors staff attendance and performance daily; handling the disciplinary process when necessary to correct overall performance.
Holds team meetings to ensure effective communication, continuous training, and positive engagement across the team.
Analyzes trends and conducts recurrent training as required by analysis of monitored calls.
Track and report on key performance indicators and service metrics.
Work closely with Vendor(s) to ensure Service Levels and KPIs are maintained.
Ensures consistency in service delivery by the entire team to drive contractual outcomes and positive customer experience.
Evaluates and communicates overall team performance expectations and feedback to their staff.
Identify opportunities to enhance processes and improve service efficiency.
Works closely with the Sr Manager of Customer Service and VP of Provider Engagement to establish short term and long-term goals for the Customer Service team and the department.
Coaches and develops staff to address areas of concern and identify potential professional development opportunities.
Uses proactive support and communication to Client Operations, Workforce Management, and Training teams.
Collaboratively works with peer Customer Service Managers to identify cross-team improvement opportunities and foster an environment of support and comradery.
Additional responsibilities may vary depending on need.