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