Senior Customer Service Manager – Night Shift

Senior Customer Service Manager – Night Shift

Requirements

• Multi-channel contact center experience, with current or previous people leadership experience of 5+ years.
• Must thrive in a fast-paced environment, adapt to shifting priorities, and take a hands-on approach to problem-solving, when required.
• Validated coaching skills that develop leadership, creating a positive impact that drives improvement at both the leadership and front-line agent levels.
• Demonstrate active listening, patience, and compassion, in interactions with direct reports and front-line team members.
• Strong computer and internet proficiency in a technology-driven environment.
• Strong proficiency in computer and internet use within a technology-driven environment, including expertise in MS Office and reporting platforms like Tableau.
• Open to giving and receiving feedback to support personal and team growth.
• Candidate must be flexible with scheduling as the position could include evenings, weekends, and some holidays.
• Position may require travel.

Responsibilities

• In this role, you will be responsible for 5-7 direct reports, who in turn lead a collective group upwards of 150 front line agents.
• Proven track record to drive and manage multiple competing priorities and projects with urgency in a fast-paced environment where continuous innovation is required.
• Act with confidence and autonomy in ambiguous situations, quickly adapting to make the best decisions for the business.
• Lead the new hire onboarding experience for Overnight, creating a structured process that mirrors the Early Tenure program. Ensuring a seamless transition from Nesting to Production by establishing a formal handoff with Learning & Development.
• Own coaching, feedback, and development planning for people leaders, by using data to identify performance gaps to guide in addressing behaviors and implementing action plans for improvement. Owning talent reviews to build a strong leadership pipeline for Core Operations.
• Collaborate with Recruiting to define hiring profiles, proactively source talent, conduct thorough interviews, and select candidates for leadership roles.
• Leading through effective communication, conducting team meetings and huddles to communicate critical business updates and strategies, cultivate team member understanding and enhancing team dynamic through engagement and recognition.
• Proactively share updates representing the Overnight operation, and effectively communicating business strategies, successes and opportunities through clear, concise writing.
• Collaborate closely on decision-making processes, execute change management while fostering continuous improvement and maintaining team engagement.
• Collaborate with Workforce Management to develop strategies for optimal staffing while driving productivity and supporting improved service levels.
• Lead cross-functional collaboration with Quality Assurance to resolve customer issues, identify exceptional agent experiences, and drive continuous improvement through Root Cause Analysis, reinforcing outstanding service.
• Build strong partnerships with key stakeholders across Specialty Groups, Healthcare, HR, Business Intelligence, and more, to enhance the agent and customer experience in Overnight Operations.

Preferred Qualifications

No preferred qualifications provided.