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Call Center Manager Jobs

Company

Brightree

Address , Remote
Employment type FULL_TIME
Salary $104,000 a year
Expires 2023-06-19
Posted at 1 year ago
Job Description
You could say Brightree by ResMed is a technology company. And that’s true. But Brightree is, at its heart, about people. We develop innovative, end-to-end technology solutions and services for people facing everyday challenges in the post-acute care industry. Brightree helps streamline processes, improve efficiency, and increase profitability. For over fifteen years, organizations big and small have put their trust in us—for our wide-ranging solutions, our leadership, and our unmatched customer service. Going to work each day and creating new ways to positively impact our customers’ businesses and the lives of patients is just what we do. Because Brightree is, after all, about people.
To learn more about Brightree technology and solutions watch this short video by our CEO:
https://www.brightree.com/whychoosebrightree

Key accountabilities and decision ownership:
  • Oversees career development and performance management for the assigned team.
  • Participate in interviews and make hiring recommendations
  • Interfaces with appropriate team members and leadership to provide data-based process and actions necessary for identification and escalation of unresolved customer issues. Monitors and reports customer satisfaction levels to ensure compliance with service level agreements and issue resolution.
  • Collaborate with peers and support leadership to discuss activities, strategies, initiatives, opportunities that support team and business goals.
  • Ensures that timely action is taken to resolve issues related to customer performance
  • Recommend suggestions for team and department improvement
  • Serves as mentor to Customer Service Representatives and enables them to develop their abilities, including identify issues through the monitoring of queues, task assignments, customer communications and KPIs.
  • Performance management for the assigned clients
  • Leads and manages the performance of a team of up to 30 Customer Service Representatives,
  • Be the first escalation point for high touch customer care for patients, responding with urgency, clarity, competence and swift fulfilment of all service requests
Skills, experience, technical/professional qualifications:
Must have:
  • Minimum of four years of people management experience in customer service, or a related industry
  • Minimum of 5 years of call center customer service experience
  • Experience managing large teams (i.e. 20+ team member) required
Preferred:
  • Self-starter, results driven, highly motivated, with a proven track record of exceeding objectives
  • Demonstrated leadership competencies, with experience as an exceptional relationship manager and collaborator in a dynamic company
  • Exceptional communication skills
  • Bachelor’s degree preferred
  • Highly organized
  • Ability to work independently
  • Demonstrated business consulting skills with the ability to forge relationships, facilitate discussions and drive to resolution with both internal and external stakeholders.
  • Strong leadership capabilities
  • Ability to multi-task in a fast-paced environment
Schedule for this role (Monday-Friday 10:30-7pm CST)
Base Pay Range For This Position

70,000.00 - 87,000.00 - 104,000.00 USD Annual

For remote positions located outside of the US, pay will be determined based the candidate’s geographic work location, relevant qualifications, work experience, and skills.

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now!
Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now!