Customer Service Manager: Coach, KPI-Driven Leader

Sharecare; Olympia (WA); Remote; USD 65,000 - 95,000; Full time

Job summary

Sharecare in Olympia, WA seeks a Customer Service Manager to lead a team of representatives and engagement specialists, coaching and developing staff while ensuring outstanding patient and client service.

You will monitor performance metrics, conduct regular training, resolve escalations, and partner with cross-functional teams to improve processes and achieve Service Level Agreements in a fast-paced environment.

Qualifications

• 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.
• Ability to deliver and receive feedback to include difficult discussions.

Responsibilities

• Oversee daily operations and performance of customer service representatives.
• Coach, train and develop staff to meet performance standards.
• Monitor call quality and service levels; report on metrics.
• Resolve escalated complaints and drive process improvements.
• Collaborate with cross-functional teams and travel as needed.

Skills

Leadership

Coaching

Communication

Team management

Time management

Education

Bachelor's degree or equivalent leadership experience

Tools

MS Office

Job description

Sharecare in Olympia, WA seeks a Customer Service Manager to lead a team of representatives and engagement specialists, coaching and developing staff while ensuring outstanding patient and client service.

You will monitor performance metrics, conduct regular training, resolve escalations, and partner with cross-functional teams to improve processes and achieve Service Level Agreements in a fast-paced environment.