Customer Service Manager- Remote

Lensa; Oklahoma City (OK); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading health company is seeking a Center Support Services Manager to oversee contact center operations. The role involves managing teams, improving performance, and ensuring compliance with customer service standards. Ideal candidates will possess strong communication and organizational skills, with a background in contact center management. Join a mission-driven organization committed to making health care accessible and effective for all.

Qualifications

• 3+ years of contact center supervision or management experience.
• Experience in a medical setting is helpful.

Responsibilities

• Manage daily operations of Contact Center Support Services teams.
• Address escalated customer service issues.
• Conduct interviews and hire for open roles.

Skills

Communication

Problem-solving

Organizational Skills

Education

Bachelor’s degree

Tools

Microsoft Office Suite

Microsoft Dynamics

Job description

Job Description

Sharecare is the leading digital health company that helps people – no matter where they are in their health journey – unify and manage all their health in one place. 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 all together better, at Sharecare, 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.sharecare.com.

Job Summary

The Center Support Services Manager is responsible for maintaining effective internal support for contact center teams assigned to Sharecare Health Data Services. This involves utilizing knowledge of company products and services, as well as experience in call center operations.

The manager will demonstrate alignment with Sharecare's values, including Servant Leadership, Family, Giving Back, Compassion, Accountability, and Respect. They should be innovative, open to change, and operate with honesty and integrity.

Essential Job Functions

• Manage daily operations of Contact Center Support Services teams for Health Data Services campaigns.
• Evaluate results to meet business needs and identify performance improvement areas.
• Identify support needs through stakeholder consultation and needs assessments.
• Address escalated customer service issues to ensure effective resolution.
• Investigate and coordinate with departments to resolve consumer complaints, including social media and online reviews.
• Establish workflows, best practices, and standards for ongoing support.
• Monitor team workloads to meet client and operational expectations.
• Manage project implementation targets and customer success metrics.
• Serve as a trusted advisor and subject matter expert to leadership.
• Provide guidance in resolving operational problems.
• Build relationships with other departments to support business development.
• Conduct interviews and hire for open roles within Customer Service teams.
• Motivate teams using positive reinforcement and support methodologies.
• Provide coaching, training, and performance management.
• Ensure compliance with regulatory requirements affecting customer support.

Qualifications

• 3+ years of contact center supervision or management experience.
• Bachelor’s degree preferred.
• Excellent communication skills in customer service.
• Highly organized and detail-oriented.
• Understanding of business goals and customer service standards.
• Effective communication with senior management and departments.
• Proficiency in Microsoft Office Suite.
• Problem-solving skills.
• Experience with Microsoft Dynamics is a plus.
• Experience in a medical setting is helpful.

Sharecare and its subsidiaries are Equal Opportunity Employers. Qualified applicants will receive consideration without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, disability, or veteran status.