Customer Service Manager

Responsibilities

• Oversee daily operations and performance of customer service representatives
• Manage, coach, and train staff to meet established performance standards
• Perform regular call monitoring and audits to ensure accurate information delivery
• Monitor phone systems and call volume to ensure staffing meets Service Level Agreements
• Handle escalated customer complaints and complex issues
• Facilitate staff training sessions and support career development
• Track and report on key performance indicators and service metrics
• Work with vendors to ensure Service Levels and KPIs are maintained
• Identify opportunities to enhance processes and improve service efficiency

Requirements

• Minimum of 2 years Call Center Customer Service experience
• College degree or demonstrated professional leadership experience
• Excellent verbal and written communication skills
• Proficiency with MS Office
• Ability to navigate telephony and Computer Information Systems technology
• Ability to work flexible hours and shifts as needed
• Strong critical thinking and sound judgment skills

About the Company

Sharecare is working to connect doctors, health plans, employers, and quality information to help people live their healthiest lives.