Senior Manager, Customer Support Operations Call Center

Appriss Kentucky , AR 72019

Posted 2 months ago

  • Provide leadership in managing, enhancing and planning all aspects of first response to phone inquiries and offline tickets in support of the PingHealth Customer Support Call Center

  • Ability to support broader technology foundation for continued growth across all products within the business unit

  • Progressive experience in tracking to latest call center technologies and best practices in order to shape PingHealth support for future growth

  • Setting and meeting performance targets for speed, efficiency, accuracy and quality.

  • Monitor and report metrics/KPIs against goals for Customer Support Call Center

  • Responsible for delivering training curriculum to aid in employee learning and development to drive high quality and timely issue resolution.

  • Responsible for capacity and workforce planning to meet demand and continual assessments for process improvement to ensure that processes are well-documented, sustainable, and scalable.

  • Oversees systems performance, monitoring of service level agreements, and manages vendor relationships.

  • Monitors ongoing practices to ensure consistency with policies, compliance regulations and control requirements.

  • Selects, develops, and evaluates personnel to ensure call center operations are operating at the highest level of quality and efficiency.

Knowledge, Skills, Abilities, Experience, or Characteristics

  • 5+ years experience in a Call Center setting

  • Demonstrated experience with workforce planning

  • Demonstrated experience managing contracting and vendor relationships

  • Strong technical acumen and progressive experience in tracking to latest call center technologies and best practices

  • Strong organizational and customer management skills

  • People management experience in helping grow and retain talent

  • Exceptional written, oral and interpersonal communication skills with both internal and external customers

  • Proven willingness and ability to make positive contributions in a team environment

  • Proven track record of success by consistently exceeding performance metrics

  • Displays a high sense of integrity and respect for others

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Senior Manager, Customer Support Operations Call Center