Manager – Call Center Customer Service

Manager – Call Center Customer Service

Requirements

• 3+ years of exceptional leadership & collaboration skills
• 3+ years of proven experience in a managerial role leading other People Leaders, preferably within a customer service or retail environment
• 3+ years’ experience in customer service operations
• 3+ years of demonstrated leadership experience in managing Contact Center operations on a large scale in a highly competitive multi-unit environment
• 3+ years of experience managing multiple priorities to completion, solving complex problems within an operational environment, and identifying and driving cost efficiencies
• Ability to travel up to 25%

Responsibilities

• Lead a team of front-line supervisors and dedicated agents
• Manage performance, resolve colleague relations issues, and ensure the achieve of performance guarantees.
• Drive colleague engagement initiatives to create a positive work environment
• Support leadership and colleague development
• Act as the point of contact for escalated customer issues that require managerial intervention
• Conduct thorough investigations and collaborate with relevant departments to provide swift and effective resolutions
• Conduct comprehensive root cause analyses for escalated issues, working closely with relevant teams to address underlying problems
• Propose and implement preventive measures to minimize the recurrence of escalated issues
• Oversee the operational execution of Over-the-Counter Health Solutions, ExtraCare, and ExtraCare Plus
• Monitor and coach supervisors in quality, productivity, and overall work performance
• Regularly review existing processes and procedures related to customer interactions, and identify areas for improvement to enhance efficiency, accuracy, and customer satisfaction
• Collect and analyze customer feedback to identify trends and areas for improvement
• Collaborate with the training team to develop and implement training programs that equip colleagues with the most up-to-date information
• Ensure ongoing training sessions to keep colleagues (i.e., internal and vendor) informed about changes in products, services, and procedures
• Conduct regular assessments to identify new hire, refresher, and continuous learning training needs for both internal and vendor colleagues
• Coordinate training plan and scheduling with the learning and development and workforce management teams for both internal and vendor teams
• Support the implementation of new systems and processes
• Work closely with other departments, including Digital, IT, Workforce Management, Training, Knowledge & Quality, and Product Owners to implement and communicate process improvements.
• Collaborate with Vendor Management and third-party vendors to achieve and maintain performance goals; and to actively resolve customer concerns and escalations.
• Foster a collaborative environment where cross-functional teams work together to achieve common goals

Preferred Qualifications

• Expertise in Healthcare, Medicare, Managed Care Organizations, or Customer Service
• Experience working with third-party BPO vendors
• Previous demonstrated experience in managing a geographically and functionally diverse team
• Excellent supervisory skills, including customer service skills
• Strategic thinker with a focus on continuous improvement
• Excellent time management and organizational skills
• Communication and leadership skills in leading and motivating a growing and changing service operation
• Strong quantitative/analytical skills and project management skills
• Strong verbal and written communication skills and ability to communicate with all levels of the organization
• Experience adapting to change, perform critical analysis, plan, organize and evaluate effectively
• Experience with sharing performance feedback to employees
• Proficiency in Windows and MS Office Suite
• Bilingual in Spanish