Customer Service Manager - Remote

Sharecare is seeking a Customer Service Manager who will oversee a team of Customer Service Representatives and Engagement Specialists. The role involves coaching, development, and daily management of the team while monitoring performance metrics and ensuring high-quality service delivery.

Responsibilities:

• Oversee daily operations and performance of customer service representatives
• Manages, coaches and trains staff to meet established performance standards
• Performs regular call monitoring & audits of staff phone conversations to ensure that accurate information is being articulated to patients and customers
• Monitors phone system and call volume throughout the day; ensure the phones have the proper staffing, reporting any trends in call volume to the WF Manager ensuring the phones are answered within the established Service Level Agreements
• Handle escalated customer complaints or complex issues
• Communicate and meet with Clients as needed, including but not limited to implementations, complaint resolution and process improvement discussions
• Facilitate staff training sessions and support career development
• Monitors staff attendance and performance daily; handling the disciplinary process when necessary to correct overall performance
• Holds team meetings to ensure effective communication, continuous training, and positive engagement across the team
• Analyzes trends and conducts recurrent training as required by analysis of monitored calls
• Track and report on key performance indicators and service metrics
• Work closely with Vendor(s) to ensure Service Levels and KPIs are maintained
• Ensures consistency in service delivery by the entire team to drive contractual outcomes and positive customer experience
• Evaluates and communicates overall team performance expectations and feedback to their staff
• Identify opportunities to enhance processes and improve service efficiency
• Works closely with the Sr Manager of Customer Service and VP of Provider Engagement to establish short term and long-term goals for the Customer Service team and the department
• Coaches and develops staff to address areas of concern and identify potential professional development opportunities
• Uses proactive support and communication to Client Operations, Workforce Management, and Training teams
• Collaboratively works with peer Customer Service Managers to identify cross-team improvement opportunities and foster an environment of support and comradery
• Some travel may be required
• Additional responsibilities may vary depending on need

Requirements:

• Minimum of 2 years Call Center Customer Service experience
• College degree or demonstrated professional leadership experience
• Excellent verbal and written communication skills
• Detail oriented and well organized
• Demonstrates follow through on assignments
• Effectively navigates telephony and Computer Information Systems technology
• Displays sound judgment and critical thinking skills
• Available to work all shifts / days as needed
• Ability to deliver and receive feedback to include difficult discussions
• Ability to maintain a high degree of confidentiality
• Proficient with MS Office
• Ability to work flexible hours and shifts