Under the direction of the Sr Manager of Customer Service, the Customer Service Manager will oversee a team of Customer Service Representatives and/or Engagement Specialists. Responsibilities include the coaching, development and daily support and management of the team. In addition, the Customer Service Manager is responsible for metric and quality performance monitoring. The successful candidate will recognize, embrace, and support the philosophy, mission, values, and vision of Sharecare. Demonstration of these values will be evident by leadership practices, integrity, and a demeanor consistent with the culture of professionally representing Sharecare. Analytical, decision-making prioritizing and leadership skills, along with considerable tact and diplomacy, are all extremely significant.
Essential Job Functions:
Team Supervision : 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.
Complaint Resolution : 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.
Training and Development : 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.
- Analyze
📌 Customer Service Manager (India)
🏢 ShareCare
📍 India
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