Support Manager

We are searching for a Support Manager, to join a Healthcare Payment business in Ohio.

Support Manager + bonus and 'best-in-class' healthcare

Cleveland, Ohio

$70,000

Director, Customer Service and Virtual Card Operations

Our client is looking for a dedicated Support Operations Manager to help build and maintain our third-party contact center, meet with clients to understand their support needs and maintain a high-performance standard as our company grows and evolves. Candidates should have previous experience managing multi-skilled teams and mentoring frontline leaders. The role will also require that you meet with clients and other external and internal stakeholders to explain and improve our support service.

Previous experience with Medicare Part D is preferred. This position would report to the Director of Customer Service and Virtual Card operations.

• Oversee day-to-day operations of the Contact Center.
• Oversee and continually improve agent training methods and resources.
• Drive strategic initiatives with direction from the Customer Service Director.
• Identify and resolve inefficiencies in the customer service effort.
• Work closely with development teams to articulate and advocate for enhancements to tools and resources.
• Maintain service KPI reporting, monitor all performance metrics across the contact center, and exceed KPI targets.
• Provide insight from customers on improving intercompany processes.
• Perform root cause analysis related to system issues preventing top-quality customer service.
• Monitor customer feedback and take appropriate action to address any issues or concerns.
• Develop and maintain a positive and productive work environment for the contact center team.
• Stay up to date with industry trends and best practices to continuously improve the contact center operations.

• Bachelor's degree or 5+ years of relevant experience.
• 3-5 years of contact center management experience with direct reports.
• Experience managing a Medicare Part D Call Center or related service vendor preferred.
• Experience with industry-standard contact center software and related telephony systems.
• Previous operational and technical understanding of leading contact center software.
• Experience representing the customer service team to external customers, including providing product demos and working to resolve issues with external stakeholders.
• Healthcare experience preferred.
• Ability to travel up to 25%.

• Healthcare EDI standards such as 835s.
• Job scheduling tools.
• VMware.
• Crystal Reports.
• Automated testing tools.

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

The job description outlined above reflects general details as necessary to describe the primary functions of this job, the level of knowledge and skill typically required, but should not be construed as an all-inclusive listing of work requirements. Individuals may be asked to perform duties other than those mentioned above in order to cover absences or relief in the appropriate department to equalize peak work periods or otherwise balance the workload.

While performing the duties of this job, employees are regularly required to sit, walk and stand; talk or hear, both in person and by telephone; use hands repetitively to operate standard office equipment; reach with hands and arms and lift up to 25 pounds.

IF YOU'RE INTERESTED IN APPLYING FOR THIS ROLE, PLEASE SEND ME YOUR CV USING THE BUTTON BELOW AND QUOTE THE JOB TITLE AS A REFERENCE.