Customer Service Manager- Remote

Lensa; Olympia (WA); Remote; USD 70,000 - 90,000; Full time

Job summary

A leading digital health company is seeking a Center Support Services Manager to oversee contact center operations. This role involves managing teams, ensuring customer satisfaction, and implementing best practices. Ideal candidates will have a bachelor's degree and 3+ years of supervisory experience in a contact center environment.

Qualifications

• 3+ years of contact center supervision or management experience.
• Excellent communication skills in customer service.
• Highly organized and detail-oriented.

Responsibilities

• Manage daily operations of Contact Center Support Services teams.
• Evaluate results to ensure business needs are met.
• Address escalated customer service issues.

Skills

Communication

Organizational skills

Problem-solving

Education

Bachelor’s degree

Tools

Microsoft Office

Microsoft Dynamics

Job description

2 days ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

Lensa is the leading career site for job seekers at every stage of their career. Our client, Sharecare, is seeking professionals. Apply via Lensa today!

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, utilizing knowledge of company products, services, and 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 uphold honesty and integrity in all actions.

Essential Job Functions

• Manage daily operations of Contact Center Support Services teams for Health Data Services campaigns.
• Evaluate results to ensure business needs are met and identify areas for improvement.
• Identify support needs through stakeholder consultation and needs assessments.
• Address escalated customer service issues, ensuring effective resolutions.
• Investigate and coordinate with other departments to resolve consumer complaints.
• 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 staff guidance in resolving operational problems.
• Build relationships with other departments to support business development.
• Conduct interviews and select candidates for customer service roles.
• 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.
• Strong understanding of customer service standards and business goals.
• Effective communication with senior management and departments.
• Proficiency in Microsoft Office; experience with Microsoft Dynamics is a plus.
• Effective problem-solving skills.
• Previous experience in a medical setting is helpful.

Sharecare and subsidiaries are Equal Opportunity Employers, committed to diversity and inclusion. Qualified applicants will be considered without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, disability, or veteran status.