Customer Support Manager
About The Position
Establishes and provides leadership and direction for critical multi-dimensional member facing department within Customer Experience Operations. Has direct responsibility for all personnel, productivity, technology and quality, to include development of internal policies and procedures. Provide ongoing guidance on understanding customer needs and resolving member issues at a regional level. Develop and monitor analytic tool sets and metrics, conducts root cause analysis and advocates, defines and leads operational improvement projects and initiatives that elevate the level of service provided to members. Accountable for creating a culture of compliance, ethics and integrity. Essential Responsibilities: • Create and sustain strong relationships with stakeholder departments. • Establishes and assures adherence to schedules and work plans. • Actively promotes the vision and values of CE department particularly in the areas of new members, customer service, change management, leadership, performance levels, and results orientation. • Responsible for the vision and the culture of the contact center, and the support and implementation of Labor Management partnership initiatives. • Ensures efficiency of processes and successful implementation of operational strategies. • Develops and implement process improvement. • Achieve the highest level of practices while improving policies and procedures to provide excellent customer service to regional membership and clients. • Develop, design and analyze data to create staffing models and forecast needs for CE operation as well to interdependent department and stakeholders within KPCO. • Report data on a regular basis to then implement solutions to forecast in a high-volume environment. • Implements staffing model to achieve service goals and objectives utilizing real-time control and systems to reassign phone queue assignments, extending/shortening Customer Care Representative (CCR) schedules as necessary, calling in
Responsibilities
- Create and sustain strong relationships with stakeholder departments.
- Establishes and assures adherence to schedules and work plans.
- Actively promotes the vision and values of CE department particularly in the areas of new members, customer service, change management, leadership, performance levels, and results orientation.
- Responsible for the vision and the culture of the contact center, and the support and implementation of Labor Management partnership initiatives.
- Ensures efficiency of processes and successful implementation of operational strategies.
- Develops and implement process improvement.
- Achieve the highest level of practices while improving policies and procedures to provide excellent customer service to regional membership and clients.
- Develop, design and analyze data to create staffing models and forecast needs for CE operation as well to interdependent department and stakeholders within KPCO.
- Report data on a regular basis to then implement solutions to forecast in a high-volume environment.
- Implements staffing model to achieve service goals and objectives utilizing real-time control and systems to reassign phone queue assignments, extending/shortening Customer Care Representative (CCR) schedules as necessary, calling in
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
