Customer Service Manager - Remote

Responsibilities

• Oversee daily operations and performance of customer service representatives.
• Manages, coaches and trains staff to meet established performance standards.
• Performs regular call monitoring & audits of staff phone conversations to ensure accurate information is being articulated to patients and customers.
• Makes sure the phones have the proper staffing and reports any trends in call volume to the WF Manager to ensure the phones are answered within the established Service Level Agreements.
• Handles escalated customer complaints or complex issues. Communicates and meets with Clients as needed, including but not limited to implementations, complaint resolution, and process improvement discussions.
• Facilitates staff training sessions and supports career development.
• Maintains staff attendance and performance daily; handles the disciplinary process when necessary to correct overall performance.
• Holds team meetings to ensure effective communication, continuous training, and positive engagement across the team.
• Analyzes trends and conducts recurrent training as required by analysis of monitored calls.
• Tracks and reports on key performance indicators and service metrics.
• Works closely with Vendor(s) to ensure Service Levels and KPIs are maintained.
• Ensures consistency in service delivery by the entire team to drive contractual outcomes and positive customer experience.
• Evaluates and communicates overall team performance expectations and feedback to their staff.
• Identifies opportunities to enhance processes and improve service efficiency.
• Works closely with the Sr Manager of Customer Service and VP of Provider Engagement to establish short term and long-term goals for the Customer Service team and the department.
• Coaches and develops staff to address areas of concern and identify potential professional development opportunities.
• Uses proactive support and communication with Client Operations, Workforce Management, and Training teams.
• Collaboratively works with peer Customer Service Managers to identify cross-team improvement opportunities and foster an environment of support and comradery.

Qualifications

• Minimum of 2 years Call Center Customer Service experience.
• College degree or demonstrated professional leadership experience.
• Excellent verbal and written communication skills.
• Detail oriented and well organized.
• Demonstrates follow through on assignments.
• Effectively navigates telephony and Computer Information Systems technology.
• Displays sound judgment and critical thinking skills.
• Available to work all shifts / days as needed.
• Ability to deliver and receive feedback to include difficult discussions.
• Maintains a high degree of confidentiality.
• Proficient with MS Office.
• Works flexible hours and shifts.