Customer Service Manager Lead

3 weeks ago


San Antonio, Texas, United States Disability Solutions Full time
Job Overview:
    We are seeking a highly skilled Cross-Functional Leader to join our team as a Senior Customer Care Manager in San Antonio, Texas. This key role will oversee daily production to ensure operational effectiveness, financial and regulatory compliance, and world-class customer service.
    The ideal candidate will have at least 7 years of relevant experience in Direct People Leadership, Contact Center, or Operations position with 5+ years of managerial experience.
    About the Role:
    In this challenging yet rewarding position, you will be responsible for leading and developing a best-in-class customer service team with responsibilities including performance management, employee development, talent acquisition, and employee retention. As a seasoned leader, you will provide leadership, coaching, and career development for employees in key commercial support roles.
    Key Responsibilities:
    • Directs the activities of a large team of Customer Service agents with functional and process responsibilities
    • Provides leadership, coaching, and career development for employees in key commercial support roles
    • Leads team in prioritizing production, evaluating the appropriate functional strategy, executing pricing strategies, and negotiating health system contracts
    • Oversees team's performance of KPIs, performance analysis, trends tracking, and compliance consulting
    • Champions an environment where the personal worth of employees is recognized, and individual differences are respected and leveraged
    Requirements:
    • Bachelor's degree required
    • At least 7 years of relevant experience in Direct People Leadership, Contact Center, or Operations position with 5+ years of managerial experience
    Benefits:
    This position comes with a competitive salary range of $130,000 - $195,000, inclusive of benefits and incentives. Our comprehensive compensation package includes a Sales Incentive Plan (SIP), 401(k) plan, paid time off, short-term disability, and more.

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