Customer Service Manager - Remote

Job Overview

Reporting to the Senior Manager of Customer Service, the Customer Service Manager is accountable for supervising a team of Customer Service Representatives and Engagement Specialists. This leadership role encompasses coaching, developing, and managing day-to-day team functions while monitoring quality and performance metrics. The position requires upholding Sharecare's mission, values, and culture through professional conduct, integrity, and leadership.

Key Duties and Responsibilities

• Lead the Customer Service team by managing daily operations and supporting staff to meet performance objectives.
• Coach, train, and provide continuous feedback to team members to ensure excellence in service delivery.
• Conduct regular call monitoring audits to verify information accuracy relayed to customers and patients.
• Oversee call volume and phone system staffing, collaborating with Workforce Management to maintain service level agreements.
• Address and resolve escalated customer complaints and complex issues effectively.
• Engage with clients regarding implementations, complaint resolutions, and process enhancement discussions.
• Monitor attendance and performance, administering disciplinary actions when required.
• Organize team meetings for effective communication, training, and fostering team engagement.
• Analyze call data trends and implement recurrent training programs accordingly.
• Collaborate with vendors to ensure key performance indicators and service levels are maintained.
• Evaluate team performance and communicate expectations and feedback regularly.
• Identify process improvements to optimize service delivery and departmental efficiency.
• Partner with senior leaders to set departmental goals and coach staff on professional development opportunities.
• Work collaboratively with other Customer Service Managers to promote team synergy and continuous improvement.
• May require occasional travel.
• Perform additional duties as needed based on organizational requirements.

Qualifications and Skills

• Minimum two years of experience in call center customer service environments.
• College degree or equivalent leadership experience.
• Strong verbal and written communication capabilities.
• Detail-oriented with excellent organizational skills.
• Demonstrated ability to follow through on assignments.
• Proficient in telephony systems and computer information technologies.
• Good judgment and critical thinking abilities.
• Flexibility to work various shifts and days as required.
• Capable of delivering and receiving constructive feedback, including during challenging conversations.
• Maintains confidentiality to a high standard.
• Familiarity with Microsoft Office suite.
• Positive attitude, effective time management skills, team player mindset, and adaptable to change.

Equal Opportunity Statement

Sharecare, Inc. and its subsidiaries are committed to equal employment opportunity and utilize E-Verify. Employment consideration is provided without discrimination on race, color, sex, national origin, sexual orientation, gender identity, religion, age, equal pay status, disability, genetic information, protected veteran status, or any other category protected by law.