Customer Service Manager

Lead and manage a team of care representatives, providing guidance, support, and coaching to ensure high performance and customer satisfaction.
 Develop and implement strategies to optimize care operations, streamline processes, and improve efficiency.
 Monitor key performance indicators (KPIs) and metrics to track the performance of care operations and identify areas for improvement.
 Develop and maintain standard operating procedures (SOPs) for care operations, ensuring consistency and adherence to best practices.
 Collaborate with cross-functional teams, including customer support, product development, and sales, to ensure alignment and coordination of care efforts.
 Identify training needs and develop training programs for care representative to enhance their skills and knowledge.
 Conduct regular audits of customer care calls to evaluate communication effectiveness, adherence to scripts and protocols, and resolution accuracy.
 Provide constructive feedback and coaching to care representatives based on audit findings to enhance their communication skills, product knowledge, and problem-solving abilities.
 Manage team roistering efficiently to ensure adequate coverage for customer care operations, balancing workload distribution and optimizing staffing levels to meet service level agreements.
 Stay up-to-date with industry trends, best practices, and regulations related to customer care operations.

Skills & Experience:
 Must possess an MBA or equivalent advanced degree in business administration, management.
 3-5 years of experience in customer service, management or supervisory role.
 Candidate with a healthcare background are preferred.
 Proven track record of successfully managing team and optimizing operational processes.
 Excellent leadership, communication, and interpersonal skills.
 Excellent analytical and problem-solving abilities.
 Proficiency in using relevant software and tools for data analysis and process management.,