Senior Virtual Operations Leader
2 days ago
The Customer Service Manager is responsible for leading a Medical Contact Center Operations team in a virtual environment. The successful candidate will engage and motivate a large team with diverse skills, responsibilities, and geographic locations to deliver exceptional customer service through significant change.
Duties and Responsibilities:- Lead a team of Front Line Supervisors and Staff (total span of control 100+), across 24 x 7 service shifts
- Direct the overall service-related activities for the team's customer service function. Support the company's customer experience and operations strategies
- Lead People Initiatives with Human Resources including compensation planning, performance management, staffing, employee relations, employee recruitment, training, teaming, and employee development
- Interface with other service functions and business units accordingly
- Direct workforce management execution to optimize operational efficiencies while not compromising the customer experience
- Execute technology and process enhancements to improve operational efficiency, enhance the customer experience, and respond to customer requests
- Anticipate customer needs and proactively develop solutions to meet them;
- Solve unique and complex problems with broad impact on the business;
- Develop and manage business plans to achieve objectives
- Manage external and internal service compliance; identify risk/compliance opportunities; support assessment and mitigation of identified risks; responsible to corporate risk and other compliance functions
- Continuously identify, analyze, and drive service expense opportunities by employer group and by account; deliver short- and long-term savings to the company and customers by enhancing the service experience
- Act as a change leader, exhibiting managerial courage, delivering transparent and accurate messages to leadership and staff, and driving operational improvement efforts that positively impact customer centricity, accuracy, and efficiency
- High School Diploma or equivalent required. Bachelor's Degree preferred.
- 5+ years' experience managing within a Contact Center or Call Center Operations Management environment required
- Experience in leading multi-channel virtual operational teams
- Experience leading in a Customer Centric culture. Strong customer service orientation
- Experience with Net Promoter Score (NPS) preferred and a proven history of improving an operation's overall effectiveness and efficiency while improving the customer experience
- Strong operational orientation and competence. Demonstrated influential leadership in/with a highly matrixed operations organization
- Proven results in leading an organization and peers through changing business and/or operations priorities
- Excellent leadership and management capability, specifically related to proactive succession management and performance management within the team
- Ability to motivate, inspire, and rally a team around a common vision
- Exceptional verbal and written communication skills with demonstrated ability to research, problem solve, trouble shoot, lead, influence, and partner across a matrix organization
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