Manager, Member & Provider Outreach- Roseville, CA- Hybrid

Gainwell Technologies LLC•Roseville, CA

8d•Hybrid

About The Position

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. Summary Your role in our mission Essential Job Functions Oversees the day-to-day operations of the customer support center operations. Conveys customer feedback to product development staff in order to continuously improve client satisfaction. Manages customer support staff to ensure service level agreements for products and services are met. Schedules staff to adequately handle call volume on any point in time. Monitors progress and number of telephone calls made. Manages personnel activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.). Manages customer support functional activities for products, and contributes to overall service profitability by efficiently using staff and systems in the customer support area. Improves quality and responsiveness of customer support staff and resources. Contributes to overall service revenue by generating new and creative ideas to sell add-on services. Promotes sales of various service options.

Requirements

Bachelor's degree or equivalent combination of education and experience
Bachelor's degree in business management, computer science or related field preferred
Nine or more years of customer service or other telephone operations experience
Five or more years of leadership or supervisory experience
Experience working with the company's products and systems
Experience working with all customer support areas
Experience working with fax machines, computer software, and telephone technology
Strong business and analytical problem solving skills
Strong communication skills
Strong ability to multi-task and work independently

Responsibilities

Oversees the day-to-day operations of the customer support center operations.
Conveys customer feedback to product development staff in order to continuously improve client satisfaction.
Manages customer support staff to ensure service level agreements for products and services are met.
Schedules staff to adequately handle call volume on any point in time.
Monitors progress and number of telephone calls made.
Manages personnel activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.).
Manages customer support functional activities for products, and contributes to overall service profitability by efficiently using staff and systems in the customer support area.
Improves quality and responsiveness of customer support staff and resources.
Contributes to overall service revenue by generating new and creative ideas to sell add-on services.
Promotes sales of various service options.