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customer service manager

Company: FirstCare Health Plans
Location: Austin
Posted on: June 14, 2018

Job Description:

SUMMARY:The Manager of the Customer Service department is responsible for managing all aspects of assigned queues within the call center. This includes identification and timely resolution of critical issues and ensuring all customer interactions; inbound/outbound calls, correspondence, and portal inquiries; are handled in a courteous, professional manner and in compliance with FirstCare's policies and procedures.ESSENTIAL DUTIES and RESPONSIBILITIES:Provides oversight, guidance, input, and training for the Customer Service Supervisors. Responsible for ensuring adequate staffing levels for Customer Service Representatives.Implements and reviews call center policies and procedures.Develops and monitors service, volume, and timeliness.Works toward the achievement of a high level of employee morale, efficient production, problem solving, and accomplishment of goals within the Customer Service department.Responsible for monitoring and improving processes for all inbound and outbound calls.Responsible for statistical reporting and analysis of call data.Manages and promotes employee training when new CSR's have been released to the floor after formal training by the Customer Service Trainer(s).Participates in the budgeting process.Completes other duties as assigned.SUPERVISORY RESPONSIBILITIES:Manage subordinate supervisors who supervise employees in the Customer Service department.Full people management responsibilities including performance management, salary administration, staffing.Planning, assigning, and directing workloads of subordinate employees.Carries out supervisory responsibilities in accordance with the organization's policies, procedures, and applicable laws.Personnel issues to include evaluating of employee performance; administration of performance related issues; addressing of employee complaints; and resolving department employee relation issues as needed.Recruitment responsibilities to include interviewing, hiring, and training of new employees as needed.EDUCATION AND EXPERIENCE, SKILLS, CERTIFICATES, LICENSES, AND/OR REGISTRATIONS:Bachelor's degree preferred or 3-5 years related experience.3-5 years of experience in the health care industry, preferably in call center operations.Familiar with a variety of health payer concepts, practices and procedures.Relies on experience, judgement and data to accomplish department goals.FirstCare Health Plans is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetics or any other basis prohibited by law.

Keywords: FirstCare Health Plans, Austin, customer service manager, Executive, Austin, Texas

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