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Manager - Support Service - Healthcare (6-13 yrs)
Manager - Support Service
Job Title : Manager, Support Services
Department : Client Services-Support Services
Reports To : Director of Support Services
FLSA Classification : Exempt
Position Summary : The Manager, Support Services will manage one or more customer support/call center teams.
Essential Duties and Responsibilities :
- Ensure professional and courteous customer support services.
- Promote a productive and positive experience with customers to ensure high quality support.
- Handle escalated customer service issues as needed.
- Control costs by managing staffing levels, adjusting as volume dictates.
- Monitor call quality and customer satisfaction metrics to improve service levels and assess training needs.
- Administer motivational programs including incentives and contests to drive performance.
- Work across departments in support of the organization.
- Manage the activities of team members.
- Conduct hiring, firing, performance appraisals, and pay reviews.
Education Requirements : Bachelor's Degree/Masters
Experience and Skills Requirements :
- Six plus years of experience with at least one year of leadership responsibility.
- Business acumen, excellent communication, leadership skills, functional area expertise, and relationship management.
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