Manager of Customer Service
Viverae, Inc. - Dallas, TX

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Overview:
The Manager of Member Support manages the Member Support Representatives (MSRs) as they provide promotional support of the services offered as part of Viverae’s health management programs. Promotional support includes effectively handling incoming calls to the call center, ranging from scheduling biometric screenings and coaching sessions to assisting members with details of their wellness programs. The Manager of Member Support oversees staffing schedules and outreach assignments, and is capable of performing the job duties of MSRs.

Responsibilities:
  • Oversees Member Support staff, including hiring/terminating, scheduling, and evaluating
  • Assigns monthly focus/goals, monitors productivity, audits telephonic and secure message interactions, and makes recommendations to ensure highly-effective member support
  • Leads with enthusiasm and a positive attitude to ensure high job satisfaction and productivity
  • Develops protocols for member support, and establishes productivity goals
  • Maintains a thorough knowledge of applicable Viverae policies and procedures
  • Other duties as assigned

Qualifications:
  • Bachelor’s degree or equivalent in health promotion, business or related field
  • 3 – 5 years’ experience managing a Call Center
  • Excellent customer service and problem-solving skills
  • Strong interpersonal and communication skills
  • Ability to lead employees and foster a team environment

Viverae, Inc. - 30+ days ago - save job - block
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