Manager, Care Solutions
Greatcall

Job Info

*POSITION*: Manager, Care Solutions
*DEPARTMENT*: 324 - Care Solutions
*REPORTING* *SUPERVISOR*: Director, Care Solutions
*DIRECT* *REPORTS*: Yes
*FLSA*: Exempt
*EMPLOYMENT* *STATUS*: Direct Hire
*TRAVEL* *REQUIREMENTS*: 20% overnight travel required
*SCHEDULE*: Exhibit willingness to work various shifts including days, evening, graveyards, weekends and/or holidays
*ABOUT THE TEAM*
The Care Solutions Team is dedicated to delivering a superior service and supports the experience to each of our customers, whether internal or external. The team offers support on a wide range of tool needs necessary for the contact center to operate efficiently, including user acceptance testing on new tools, providing constructive feedback, and ultimately ensuring a smooth implementation of new tools. In alignment with our companyas core values, we strive to achieve results quickly while maintaining quality, and keeping cost saving measures in mind.
*ABOUT THE JOB*
The Manager, Care Solutions is responsible for effectively leading the Care Solutions team through new product and tool testing, prior to implementation of new technology tools in the Caring Centers. To ensure the technology tool offering will meet the Caring Centeras needs, this Manager is responsible for driving, documenting and sharing performance feedback, establishing and meeting agreed upon timelines, and coordinating with internal partners to ensure resources are available to complete technology tool testing. This leader will work closely with the Caring Center management team. The Manager will oversee the day-to-day operations of the Care Solutions Team to ensure that the Caring Centers have the tools needed to deliver exceptional customer service.
*RESPONSIBILITIES *
aC/ Define Care Solution technology tool needs and understands existing inefficiencies
aC/ Understand and achieve agreed upon delivery timelines to produce work
aC/ Measure and report effectiveness of new tool
aC/ Communicate what works and doesnat work out of the new design
aC/ Proactively and routinely audit tool efficiencies to identify improvement opportunities
aC/ Provide high-level summaries of challenges and benefits of new design
aC/ Make recommendations for improvement through analysis, communication and implementation
aC/ Hire, lead, and develop team members to support objectives and goals
aC/ Guide a team of individuals to complete in-depth User Acceptance Testing for new systems and products
aC/ Prepare weekly, monthly, quarterly and annual call center performance reviews, using PowerPoint and/or other visualization tools, to highlight accomplishments and areas of opportunity
aC/ Other duties as assigned
*QUALIFICATIONS*
*Education*: Bachelor's degree preferred or equivalent experience
*Certification(s):* N/A
*Experience*:
aC/ Minimum of 5 Yearsa Experience working in Care Center Operations Leadership - Required
aC/ Experience with CRM Operational Delivery - Preferred
aC/ Experience with Microsoft Dynamics a Preferred
*Knowledge/Skills/Abilities*:
aC/ Knowledge of MS Office Suite (Word, Excel, Outlook, SharePoint, Access)
*Personal Attributes required for this position*:
aC/ Written and oral communication skill
aC/ Ability to manage process
aC/ Decision Quality
aC/ Ability to set priorities and stay focused
aC/ Developing Direct Reports & Others
aC/ Problem solving skills
aC/ Drive for Results
aC/ Functional & Technical Skills
aC/ Process Management
aC/ Ability to manage and measure workloads
aC/ Resourceful and able to multi-task
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