Job type full-time number of hires for this role 1
Full job description
Responsible for managing, supervising and scheduling a team of customer support representatives that have been designated to provide support to all customers and potential customers on behalf of a dynamic, fast growing healthcare company that produces and sells an innovative blood glucose monitoring system.
Major job accountabilities
By using key performance indicators, the manager will routinely analyze business results to ensure that:
Performance gaps are identified and develop and plan adjustments to close any gaps
Identify and establish best practice efficiencies to accelerate achievement of business unit goals
Goals and performance standards
Translate client expectations and goals to program team and define appropriate standard of performance, individual goals and kpi’s.
Employee and personal leadership development
Coach, develop and mentor subordinates, while continuing to develop personal management skills necessary to lead staff and handle unique management challenges.
Promote employee development by establishing performance measures that encourage employees to excel.
Continually assess personal management skills.
Participate in the development of strategies to find optimal solutions to compensate, attract and retain the talent necessary to achieve established goals and objectives.
Assist staff with establishing and attaining career development goals.
Ensure that employee training is effectively coordinated and implementedManage an online training site to support this objective
Ensure that appraisals and performance reviews are conducted in accordance with sla’s and other performance related objectives
Ensure compliance with all regulatory guidelines and kpi’s
Manage all content associated with customer support functions
Recommend suggestions to management when updates to job descriptions are required.
Identify all resources required for program team to successfully perform their job duties, requesting additional support when needed
Acts as a liaison between different stakeholders
Manage and coordinates all team meetings
Ensure accurate and timely invoicing of client and reporting to accounting
Follow all policies and procedures with special focus on privacy and confidentiality
Work with hr to identify, recruit, interview and employ quality candidates for the customer support team
Ensure compliance with all regulatory guidelines
Motivation and recognition
Responsible for meeting and exceeding client expectations and driving profitable business growth by delivering client results, recommending and implementing program improvements and following client policies.
Deliver client results
Responsible for delivering client statistics and reports indicating program and productivity results in agreed upon timeframes, may include kpis’ and productivity metrics.
Recommends and implements program improvements
Responsible for proactively identifying ways to drive program effectiveness and efficiency, reviewing recommendations with management staff and client, implementing mutually agreed upon improvements.
Follows policies and specifications
Responsible for following written documentation and implementing mutually agreed upon client procedures, work instructions, scripts and monitoring staff adherence, advising management staff of necessary modifications.
Designs and utilizes ongoing quality assurance methods to improve team member performance and assure ongoing qualityWhere applicable, implements ongoing call quality processes, analyzes results to ensure compliance with client procedures, work instructions and overall expectationsAssists client and provides client with required reportsDesigns systems, data management tools and monitoring processes to ensure compliance with established critical division, client and applicable government regulations.
Exercises exceptional sales and customer service skills, developing strategy for achieving account specific goals, call strategy/frequency, presenting offers, overcoming objections, asking for the sale, and profiling / documenting the events in appropriate system.
Communicates with client liaison, management staff and other identified contactsRecaps, in writing, and documents in appropriate system, all decisions made in conference calls and distributes to client, management staff and other applicable parties on a timely basisActively communicates program performance and initiatives to program team.
Proactively communicates program results, issues and recommendations, next steps, etcIn agreed upon format and according to established timelinesShares best practices with peersCommunicates with client liaison, client management and other contacts
Mental and physical requirements
This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers, telephones, and printersThe nature of the work in this position is sedentary and the incumbent will be sitting most of the timeEssential physical functions of the job include typing, grasping, pulling hand over hand, and repetitive motions to utilize general computer software/hardware continuously throughout the work dayEssential mental functions of this position include concentrating on tasks, reading information, and verbal/written communication to others continuously throughout the work day.
Related duties as assigned
The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbentsConsequently, job incumbents may be asked to perform other duties as requiredAlso note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above.
Applicant for this job will be expected to meet the following minimum qualifications.
Minimum of a bachelor’s degree (preferably master degree) in business administration from accredited college or university required, with major course work in business administration, operations, marketing, or a related field.
Minimum 5 years managing an inbound call center team, operations, technical support, business administration, working in a healthcare environment/regulated industry is a plus.
Excellent technical skills and good working knowledge of microsoft products (word, excel, access and powerpoint preferred)
Experience with business intelligence reporting systems such as tableau and sql preferred.
Job type: full-time
Paid time off
8 hour shift
Do you have experience with tableau or sql?
Managing inbound call center: 5 years (required)
Work location: remote