Job Description
Reference #: 4626640003
The Customer Support Manager provides day to day tactical and personnel management of the Customer support team, managing productivity, personnel and technical product issues. This individual will lead the team to enhance the overall customer experience while achieving departmental and company directed goals. This person must have experience building and managing teams, have a focus on operational excellence, and thrive in a team environment.
Work Locations: Tampa, FL
Manager Customer Support, Duties & Responsibilities • Directly manages a team of support personnel; Set objectives, evaluate progress, and instill a performance culture with focus on teamwork, service excellence, and ownership for resolving customer issues. Implements procedures and metrics pertinent to the operation of the Customer Support Team
• Plan, develop, implement and evaluate appropriate policies and procedures for call center operations adhering to industry best practices and ensuring reasonable response times, and availability of the support organization
• Identify and develop key performance standards and metrics to drive desired culture and work to ensure their achievement. Analyze, evaluate, monitor and report department operating performance data. Communicate analyzed results to senior management. Forecasts capacity and implements productivity programs
• Serves as point of escalation for customers to resolve problems. Collaborates with cross functional teams to resolve escalated customer complaints
• Maintains knowledge of product life cycle. Remain aware of new product developments and tactical direction to the business on technical support challenges. Provides documentation and specific product suggestions influencing product direction. Support consistent goal to improve product functionality, technical call avoidance and resource level of effort to support our products moving forward
• Responsible for the employment, promotion, counseling and discipline of assigned employees
• Manage operational and communication impacts of planned changes, outages and technology emergencies
• Maintain knowledge of technology and industry trends and processes and disseminate that to the Customer Support team
• Other duties and projects as assigned and/or determined
• Other duties as requested and/or determined
• Maintain compliance with the Company's policies, procedures and mission statement
• Adhere to all confidentiality and HIPAA requirements as outlined within the Company's Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position
• Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Employer
Job Requirements
Education:
• Degree in Computer Science, Business Administration, Accounting or equivalent work experience
Qualifications:
• Minimum of 3 years of experience in a customer service related role with transactions
• 3+ years of experience in directly managing a team of support professionals, with a proven track record of achieving department KPI's
• Experience working in a call center environment; understanding of the phone system, routing trees, and set-up. Cisco experience preferred
• Knowledge of call center tracking systems (CRM); Salesforce experience preferred
• Healthcare IT industry experience (medical billing, IT, MAC or other payer) preferred
• Written and oral communication skills. Ability to write executive summaries and create management reports and metrics
• Ability to identify and analyze operational processes and then drive corrective/preventative action plans
• Proficient working with Microsoft Office applications, including MS Visio
• Ability to deal with changing priorities in a diverse organization
The Company maintains a drug free work environment for all of its associates, which includes employees, contractors and vendors. It is unlawful for associates to manufacture, sell, distribute, dispense, possess or use any controlled substance or marijuana in the workplace and doing so will result in disciplinary action, up to and including termination of employment or the contracted relationship.
Consistent with the Company's safety protocols, the company will require a vaccination attestation for fully office-based and hybrid (office/remote) positions. Positions designated as fully remote are exempt from the attestation requirement unless and until such time as an in-office presence is required.
The Company is an Equal Opportunity Employer. The Company is committed to ensuring all of its personnel actions including applications for employment, hiring, promotion, compensation, benefits, transfers, layoffs, discipline, termination, training, and other programs are administered without regard race, color, sex, sexual orientation, pregnancy (perceived pregnancy, childbirth, breastfeeding, or related medical conditions), religion, religious creed (including religious dress and religious grooming), national or ethnic origin, ancestry, citizenship, age, disability (mental or physical), legally-protected medical condition or information (including genetic information), ancestry, medical condition, domestic partner status, marital status, family care or medical leave status, military caregiver status, gender, gender identity, gender expression, military status, status as a veteran, disabled veteran, veteran of any particular conflict, or any other characteristic protected by federal, state or local law.
Compensation and Hours
Salary Range: Not Available DOE (Depends on Experience) Not Available Other Benefits: Not Available Full or Part Time: Full Time (30 Hours or More) Job Duration: Over 150 Days Type of Job: Regular
Shift: Not Applicable
Hours per Week:
Hours Not Specified
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