Customer Service Manager - Remote

Sharecare, Inc. is a leading digital health company dedicated to helping individuals manage their health and well-being through innovative solutions and personalized engagement. Committed to improving health outcomes, Sharecare leverages technology, data analytics, and expert insights to empower patients, healthcare providers, and organizations. The company fosters a culture of integrity, collaboration, and continuous improvement, aiming to revolutionize healthcare engagement and delivery.

About the role

The Customer Service Manager at Sharecare plays a vital role in overseeing the daily operations of the customer service team, ensuring high-quality support and client satisfaction. Reporting to the Sr Manager of Customer Service, this leadership position involves coaching, developing, and supporting a team of Customer Service Representatives and Engagement Specialists. The manager is responsible for monitoring performance metrics, maintaining service levels, and implementing process improvements to enhance operational efficiency. This role requires a strategic thinker with excellent communication skills, tact, and diplomacy, who aligns with Sharecare's core values and culture.

Responsibilities

• Oversee daily operations and performance of customer service representatives, ensuring adherence to service standards
• Manage, coach, and train staff to meet performance benchmarks and professional development goals
• Perform regular call monitoring and audits to ensure accurate communication with patients and customers
• Monitor call volume and staffing levels, reporting trends and ensuring service level agreements are met
• Handle escalated customer complaints and complex issues, providing effective resolution
• Engage with clients through meetings related to implementations, complaint resolution, and process improvements
• Facilitate staff training sessions and support ongoing career development initiatives
• Monitor staff attendance and performance, addressing disciplinary issues when necessary
• Conduct team meetings to promote effective communication, continuous training, and positive engagement
• Track and report on key performance indicators and service metrics to ensure quality standards
• Collaborate with vendors to maintain service levels and performance metrics
• Identify opportunities for process enhancements to improve service efficiency
• Work closely with senior leadership to establish short-term and long-term departmental goals
• Support professional development of team members through coaching and feedback
• Coordinate with cross-functional teams to foster a supportive environment and continuous improvement
• Participate in travel as required for client engagements or departmental initiatives

Requirements

• Minimum of 2 years of Call Center Customer Service experience
• College degree or demonstrated professional leadership experience
• Excellent verbal and written communication skills
• Detail-oriented and well-organized
• Proficient in telephony and Computer Information Systems technology
• Sound judgment and critical thinking skills
• Availability to work all shifts/days as needed
• Ability to deliver and receive constructive feedback, including handling difficult discussions
• Ability to maintain a high degree of confidentiality
• Proficiency with MS Office applications
• Flexible hours and shifts availability

Benefits

• Competitive salary package
• Health, dental, and vision insurance plans
• Paid time off and holidays
• Professional development and training opportunities
• Collaborative and inclusive work environment
• Opportunities for career advancement within the organization
• Flexible work hours/shifts as needed