Customer Service Manager- Remote

Job Description:

Sharecare is the leading digital health company that helps people – no matter where they are in their health journey – unify and manage all their health in one place. Our comprehensive and data-driven virtual health platform is designed to help people, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being by driving positive behavior change. Driven by our philosophy that we are all together better, at Sharecare, we are committed to supporting each individual through the lens of their personal health and making high-quality care more accessible and affordable for everyone. To learn more, visit www.sharecare.com.

Job Summary:

The Center Support Services Manager is primarily responsible for maintaining effective internal support for contact center teams assigned to Sharecare Health Data Services by utilizing one’s knowledge of company products and services as well as past experience in call center operations.

The Center Support Services Manager will demonstrate they are culturally aligned with Sharecare Health Data Services, by displaying and working within the values of Servant Leadership, Family, Sharecare Health Data Services People Give Back, Compassion, Accountability and Respect for their leader and their peers. They will be innovative, open to change, and display honesty and integrity in all that they do.


Essential Job Functions:

• Manage day to day operations of Contact Center Support Services teams for Health Data Services campaigns
• Evaluate individual and organizational results to ensure business needs are being met, while identifying areas for improving performance
• Identify support needs by consulting with stakeholders and using needs assessments
• Attend to escalated customer service issues and ensure effective and long-term problem resolution
• Conduct investigations, partner and coordinate with other departments to ensure timely responses and long-term resolutions to consumer-initiated complaints (i.e. BBB, escalated social media, online reviews, etc.)
• Establish workflows, best practices and standards to ensure that ongoing support is provided to contact center staff
• Track and monitor daily team workloads to ensure client and operations expectations are met
• Manage and meet project implementation targets for timeliness, customer success metrics
• Serve as a trusted advisor and subject matter expert to department leadership
• Provide staff direction in analyzing and resolving escalated operational problems
• Build strong relationships with other departments and teams to support existing and new business development opportunities
• Conduct interviews and make selections to fill open roles within assigned Customer Service teams
• Energize and motivate teams by utilizing positive reinforcement and support methodologies
• Provide coaching, training, professional development and performance management to assigned staff
• Ensure compliance with regulatory requirements impacting customer support function

Qualifications:

• 3+ years of contact center supervision or management
• Bachelor’s degree preferred
• Experience in customer service with excellent communication skill set
• Extremely organized and detail oriented
• Strong understanding of business goals and standards for customer service
• Ability to communicate effectively with senior management and other departments
• High proficiency in Microsoft Office products (Word, Excel, PowerPoint, Teams, etc.) required
• Effective problem-solving skills
• Microsoft Dynamics software experience a plus
• Previous experience in medical setting helpful

Sharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, equal pay, disability, genetic information, protected veteran status, or other status protected under applicable law.