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Care Guide Support Supervisor
apree health is seeking an experienced, driven, and results-oriented Care Guide Support Supervisor to support our outstanding Customer Support onsite guides in our Sandy, UT office and lead a team of virtual Customer Support Specialists. The successful candidate will be a thoughtful and thorough team leader responsible for ensuring success for the users of the digital experience and other applications. This individual will be responsible for operational oversight and day-to-day leadership of the Customer Support work. The position will report to the Manager of Customer Support.
A successful candidate for this role has contact center experience. The candidate is a strong advocate for users of the organization's applications, a strategic and analytical thought leader, has direct management experience, and thrives in a dynamic, evolving environment, whose aim is to:
* Provide best-in-class support to its customers and users
* Contribute to innovation in the organization by acting as a thought partner and subject matter expert on all things related to the contact center and user support
Responsibilities:
* Oversee daily operations of a team within a rapidly growing user support contact center
* Develop and lead a team of frontline Customer Support Specialists who perform customer support services
* Ensure the team meets or exceeds quality goals and service levels
* Develop and lead cross-functional initiatives to improve user experience
* Collaborate with the larger organization as well as the contact center's Escalation Team and Process Excellence Team
* Handle issue escalation and work to identify trends with customer-reported issues, teammate issues, and process issues
* Coach and develop in-office and work-from-home Support Specialist guides to help them provide outstanding support and to grow and develop at apree health
* Evaluate user calls, chats, and emails according to our Quality program and be a champion of service excellence
* To set job expectations and provide recognition and feedback to Support Specialist guides using metrics and measures regarding quality, customer satisfaction, operation efficiencies, case management, teamwork, etc.
* To showcase culture-building behaviors by living and promoting apree health values
* Prioritize projects with leadership based on strategic priorities and ensure the completion of projects on an ongoing basis
* Partner with senior management to develop and adapt service models with the growth of the business
* Conduct regular reviews of departmental processes to execute process improvement opportunities
* Act as subject matter expert to other areas of the organization for strategic projects, customer-driven pilot programs, and customization
* Support user satisfaction measurement and reporting to the company (for call support satisfaction). Assist in monitoring and reporting customer service levels, internal operations, and insights-based reporting.
* Be present to support guides working in the office when guides are working in the office
* Be a thoughtful people manager
* Highly engaged and customer-focused with a strong demonstration of customer service techniques and excellent interpersonal skills
Qualifications:
* BS/BA preferred or relevant experience
* Minimum 2-3 years of management experience
* Customer service experience within a support center
* Strong proactive work ethic and unwavering commitment to high-quality work
* Excellent phone and interpersonal skills
* Excellent verbal and written communication skills
* Ability to lead through collaboration and influence
* Ability to build and motivate teams
* Must have strong organizational skills, attention to detail, and flexibility as well as the ability to work effectively with cross-functional teams
* Previous experience working in a software environment is a plus
* Experience in health care preferred
Travel: Limited travel, less than 10%
Location: SLC, Utah (HYBRID)
Compensation: $57k-$72K/annual salary & bonus eligible (national average, premium markets may vary)
Full Time
$70k-90k (estimate)
05/02/2024
05/15/2024