Customer Service Manager

1 month ago

New York, United States Leading Edge Full time
Job DescriptionJob DescriptionDescription:

Position Summary:

The Customer Service Manager will oversee daily operations with direct involvement with the team for efficiency and quality. This position will utilize technology to create an organized and productive inbound/outbound call center environment.

Duties and Responsibilities:

· Direct and provide direction for day-to-day operations of the call center ensuring metrics are met and exceeded; incorporating positive feedback and reward mechanisms.

· Hire and manage staffing levels to ensure continuous, quality customer service.

· Conduct effective resource planning to maximize productivity and response time.

· Develop, revise, and monitor metrics (phone calls, call volumes, others) to recommend procedures to ensure customer satisfaction and improve performance.

· Analyze and report call center metric data to adjust as needed.

· Provide regular feedback at least monthly to validate and reward performance.

· Coordinate resolutions of escalated issues and guide representatives through difficult calls/issues or assist with calls that cannot be fielded by the representative.

· Provide regular reviews and conduct evaluation processes at least monthly that validate and reward performance.

· Investigate, identity, troubleshoot and solve operational and technical issues for team members and internal customers.

· Create, edit, and clearly communicate documentation to be available as resource material.

· Mentor supervisors, leads and other departments to support representatives.

Requirements:

Required Knowledge, Skills, and Abilities:

  • Bachelor’s degree or equivalent experience.
  • Four years of experience in a supervisory role in a call center, preferably in a healthcare or healthcare TPA role where HIPAA and HITECH standards are utilized.
  • Knowledge of agent monitoring software.
  • Experience with benefit administration platforms such as Javelina preferred.
  • Understanding of combined inbound and outbound functionality, including calls from both members and providers.
  • Solid working knowledge of standard computer applications including MS Word, Excel, Outlook, and PowerPoint.
  • Ability in using a computer which includes expert keyboard and navigation skills and learning new programs.
  • Communicate clearly and professionally with internal and external customers.
  • Work effectively as part of a team to achieve established outcomes. Understand other’s roles and empower one another to take responsibility to be successful. Demonstrate a collaborative interaction with peers to reach a common goal.
  • Demonstrate a collaborative interaction with peers to reach a common goal as well as be a resource to team members and internal/external customers.
  • Pay close attention to detail in all aspects of the job.
  • Make decisions using available resources and sound judgment.
  • Maintain confidentiality and discretion.
  • Identify and resolve problems in a timely manner, gather and analyzes information skillfully
  • Open to other’s ideas and exhibits a willingness to try new things.
  • Demonstrate accuracy and thoroughness; monitor work to ensure quality.
  • Prioritize and plan work activities to use time efficiently.
  • Adapt to changes in the work environment, manage competing demands and able to deal with frequent change, delays, or unexpected events.
  • Follows instructions, responds to direction, and solicits feedback to improve.
  • Act in such a way to instill trust from management, other associates, as well as customers.

Physical Demands: The physical demands described here are representative of those necessary for an employee to successfully perform the essential functions of this job. Reasonable accommodation can be made to enable individuals with disabilities to perform the essential functions.

  • Constant: Talk, hear, speak, and use hands and fingers to operate a computer, telephone, keyboard/mouse; occasionally move about the office
  • Constant: Specific vision abilities required by this job include close vision requirements due to computer work for full shift
  • Occasional: Lift and/or move up to 10 pounds
  • Constant: Regular, predictable attendance is required
  • Constant: While performing the duties of this job, the employee is regularly sitting for the full shift.

Work Environment: The work environment described is representative of what must be met by an employee successfully perform the essential functions of this job.

The physical environment is indoors in a controlled climate, office setting. The noise level may be low to moderate.

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