- 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
- 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
- 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
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care guide support supervisor - Sandy, UT , USA, United States - apree health
Description
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:
Responsibilities:
Qualifications:
Travel:
Limited travel, less than 10%
Location:
SLC, Utah (HYBRID)
Compensation:
$57k-$72K/annual salary & bonus eligible (national average, premium markets may vary)
