Manager - Support Service - Healthcare

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.