Customer Service Manager

Essential Duties and Accountabilities :

• Review Client Reports Daily / Weekly
• Verify if on pace to achieve goals set
• Maintain high QM Scores
• Review low scoring QM calls and follow up with Supervisor to ensure coaching sessions are complete
• Manage both supervisors, if applicable, and call center agents
• Daily touch base with your supervisors, if applicable
• Understand their action plans for the day
• Address employee concerns regarding performance or conduct
• Monitor the Cloud and watch for updating time, abandonment rates.
• Conduct as needed training and support of agents
• Keep your department manual up to date of process changes
• Make sure your supervisors and agents are up to date on compliance, system or talk off changes
• Ensure those changes are being applied
• Manage Dialing Campaigns which includes Scheduling, Monitoring & Tracking
• Monitor calling campaigns to ensure strategy is working by achievement of KPI’s
• Monitor Inventory under control, audit
• Maintain reporting of the following :
• Production-inbound, callbacks, daily agent tracking
• Revenue
• Quality Coaching’s completed timely
• Attendance tracking in place and up to date with any disciplinary action
• Proper staffing by location
• Escalation of IT related issues and follow up
• Point person to enter tickets as needed to support staff
• Interviews as needed
• Inventory Review and escalate errors if needed :
• Account flow
• Volume
• Agent inventory (following rules of account assignment)
• Manage and approve time in payroll system
• Lead by example
• Conduct yourself as an example of the expectations you hold your staff to
• Other duties as assigned

Qualifications :

• Bachelor’s Degree or Associates Degree with 2 years of work experience or High School Diploma / GED with 5 years of work experience
• Three years or more experience in financial or health related field
• Experience in a manager or similar role for team over 10 Reps
• Excellent communication and leadership skills
• Understanding and experience on FACS a plus but not mandatory
• Great organizational skills and an eye for detail
• Ability to train employees when needed

Competencies :

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions :

• Great communicator
• Be a motivator. Your words are powerful, make sure you are building up your employees for success. Use your communication skills to guide them.
• Leader
• Set the example by holding yourself accountable
• Analytical
• Knowledge of client actuary reports and how to interpret
• Knowledge of how to pull and review KPI stats in FACS
• Decision Maker
• Make decisions in the best interest of the company and employee

Special Position Requirements :

Language Skills : Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

Ability to write reports and business correspondence

Mathematical Skills : Advanced quantitative skills

Reasoning Ability : Ability to solve problems effectively and efficiently through critical and creative thinking

Computer Skills : To perform this job successfully, an individual should have working knowledge of spreadsheet software and Word Processing software.

Meduit is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, military status, genetic information, sexual orientation, marital status, domestic violence victim status or status as a protected veteran or any other federal, state or local protected class.