Customer Service Manager- Remote

Lensa; Richmond (VA); Remote; USD 60,000 - 90,000; Full time

Job summary

An established industry player is seeking a Center Support Services Manager to lead contact center operations. In this pivotal role, you will ensure effective support for teams, drive performance improvements, and foster strong interdepartmental relationships. You will have the opportunity to coach and develop staff while managing escalated customer service issues. This position offers a chance to make a significant impact in a dynamic environment focused on health and well-being. Join a forward-thinking company committed to making high-quality care accessible and affordable for everyone.

Qualifications

• 3+ years of experience in contact center supervision or management.
• Excellent communication and organizational skills are essential.

Responsibilities

• Manage daily operations of contact center support services teams.
• Evaluate performance and identify areas for improvement.

Skills

Contact Center Supervision

Customer Service

Communication Skills

Problem-Solving

Organizational Skills

Education

Bachelor's Degree

Tools

Microsoft Office

Microsoft Dynamics

Job description

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 primarily responsible for maintaining effective internal support for contact center teams assigned to Sharecare Health Data Services by utilizing one’s knowledge of company products and services as well as past experience in call center operations.

The Center Support Services Manager will demonstrate they are culturally aligned with Sharecare Health Data Services, by displaying and working within the values of Servant Leadership, Family, Sharecare Health Data Services People Give Back, Compassion, Accountability and Respect for their leader and their peers. They will be innovative, open to change, and display honesty and integrity in all that they do.

Essential Job Functions

1. Manage day to day operations of Contact Center Support Services teams for Health Data Services campaigns
2. Evaluate individual and organizational results to ensure business needs are being met, while identifying areas for improving performance
3. Identify support needs by consulting with stakeholders and using needs assessments
4. Attend to escalated customer service issues and ensure effective and long-term problem resolution
5. Conduct investigations, partner and coordinate with other departments to ensure timely responses and long-term resolutions to consumer-initiated complaints (i.e. BBB, escalated social media, online reviews, etc.)
6. Establish workflows, best practices and standards to ensure that ongoing support is provided to contact center staff
7. Track and monitor daily team workloads to ensure client and operations expectations are met
8. Manage and meet project implementation targets for timeliness, customer success metrics
9. Serve as a trusted advisor and subject matter expert to department leadership
10. Provide staff direction in analyzing and resolving escalated operational problems
11. Build strong relationships with other departments and teams to support existing and new business development opportunities
12. Conduct interviews and make selections to fill open roles within assigned Customer Service teams
13. Energize and motivate teams by utilizing positive reinforcement and support methodologies
14. Provide coaching, training, professional development and performance management to assigned staff
15. Ensure compliance with regulatory requirements impacting customer support function

Qualifications

1. 3+ years of contact center supervision or management
2. Bachelor’s degree preferred
3. Experience in customer service with excellent communication skill set
4. Extremely organized and detail oriented
5. Strong understanding of business goals and standards for customer service
6. Ability to communicate effectively with senior management and other departments
7. High proficiency in Microsoft Office products (Word, Excel, PowerPoint, Teams, etc.) required
8. Effective problem-solving skills
9. Microsoft Dynamics software experience a plus
10. Previous experience in medical setting helpful

Sharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, disability, genetic information, protected veteran status, or other status protected under applicable law.

Sharecare is an Equal Opportunity Employer and doesn't discriminate on the basis of race, color, sex, national origin, sexual orientation, gender identity, religion, age, disability, genetic information, protected veteran status, or other non-merit factors.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industries: IT Services and IT Consulting

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