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Posted: Mon Mar 11 2024
Call Center Client Services Manager
Orlando, FL
Salary:$90,000
Full-Time
ON-SITE | FULL-TIME
Boulo Solutions is partnering with a company in the pharmacy space looking to hire a Call Center Client Services Manager with experience leading a call center to join their team. This company is bridging the gap in care to improve patient experience by empowering the pharmacist-patient relationship. If you are looking to join an environment of collaboration, innovation, and inclusion and you have previous client services and management experience in Healthcare, this could be a good fit for you!
Employment Type: Full-Time
Flexibility: Flexible work culture and flexible PTO policy
Pay: $90,000 plus up to 7.5% Bonus
Benefits: Choice of Medical, Dental, and Vision Plans with no waiting period, Flexible PTO policy, 11 paid vacations, Associate Recognition Program, Professional Development and Growth, Employee Resource Groups, paid parental leave and much much more!
As a Call Center Client Services Manager your focus will be on managing specific Client Support Team Leads and Subject Matter expert teams. You will be responsible for the success of your team’s client experience which will be measured on a scorecard. You are responsible for coordinating the daily operations of your team and ensuring that customer needs are met efficiently and effectively.
Responsibilities of the Call Center Client Services Manager:
Requirements of the Call Center Client Services:
Requirements of the Call Center Client Services Manager:
Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. Our clients are dedicated to building a diverse and inclusive workplace. If this role sounds exciting but your past experience doesn't include every qualification in the job description, apply anyways! You may be just the right candidate.
About Boulo: Boulo is the go-to recruiting expert for working mothers and employers that embrace flexibility for mutual benefit. With years of experience as recruiters, professionals and mothers, our optimism and hope knows no limits in making the workplace work for everyone.If you would like to receive updates about new jobs and jobs not publicly available, create your Boulo profile here:https://app.boulosolutions.com/signup/member. Joining the Boulo Community is free.
Boulo Solutions is partnering with a company in the pharmacy space looking to hire a Call Center Client Services Manager with experience leading a call center to join their team. This company is bridging the gap in care to improve patient experience by empowering the pharmacist-patient relationship. If you are looking to join an environment of collaboration, innovation, and inclusion and you have previous client services and management experience in Healthcare, this could be a good fit for you!
Employment Type: Full-Time
Flexibility: Flexible work culture and flexible PTO policy
Pay: $90,000 plus up to 7.5% Bonus
Benefits: Choice of Medical, Dental, and Vision Plans with no waiting period, Flexible PTO policy, 11 paid vacations, Associate Recognition Program, Professional Development and Growth, Employee Resource Groups, paid parental leave and much much more!
As a Call Center Client Services Manager your focus will be on managing specific Client Support Team Leads and Subject Matter expert teams. You will be responsible for the success of your team’s client experience which will be measured on a scorecard. You are responsible for coordinating the daily operations of your team and ensuring that customer needs are met efficiently and effectively.
Responsibilities of the Call Center Client Services Manager:
- Determine and align staff size and inbound/outbound associate workflow to call forecasting
- Providing leadership direction, expectations, coaching and mentoring to Team Leads and Client Support Technical Leads; meeting with them on a regular cadence
- Tracking and coaching team & tech leads on specified KPIs and performance goals
- Work with Salesforce admin team on continued workflow/process improvements
- Facilitate accountability to workflow queues and backlog case follow through to resolution (including but not limited to VIP and Escalation queues)
- Handle escalated client calls to ensure client satisfaction and retention
Requirements of the Call Center Client Services:
- Experience managing a team of call center client service representatives
- Excellent written and verbal communication skills
- Ability to mentor and motivate others
- Ability to adapt to change and provide stability for team members in fast-paced, ever-changing environment
- Ability to work well within a team environment and collaborate with others to achieve set goals
- Ability to communicate well across all levels of the organization
Requirements of the Call Center Client Services Manager:
- Minimum years of work experience: 8 years
- 2-3 years of experience in a leadership role
- 4 years customer service-related experience required preferably in a call center environment
- Bachelors or equivalent work experience
- Office based in Orlando, FL
- Travel Requirements: Domestic and/or International, up to 10%
Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. Our clients are dedicated to building a diverse and inclusive workplace. If this role sounds exciting but your past experience doesn't include every qualification in the job description, apply anyways! You may be just the right candidate.
About Boulo: Boulo is the go-to recruiting expert for working mothers and employers that embrace flexibility for mutual benefit. With years of experience as recruiters, professionals and mothers, our optimism and hope knows no limits in making the workplace work for everyone.If you would like to receive updates about new jobs and jobs not publicly available, create your Boulo profile here:https://app.boulosolutions.com/signup/member. Joining the Boulo Community is free.
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