Job Description:
Sharecare is the leading digital health company that helps people – no matter where they are in their health journey – unify and manage all their health in one place. Our comprehensive and data-driven virtual health platform is designed to help people, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being ... by driving positive behavior change. Driven by our philosophy that we are all together better, at Sharecare, we are committed to supporting each individual through the lens of their personal health and making high-quality care more accessible and affordable for everyone. To learn more, visit www.sharecare.com.
Job Summary:
We are searching for a dedicated, supportive Call Center Assistant Manager who can coach and motivate call center representatives as they field calls from clients. The Call Center Assistant Manager will assist in the training process, ensuring that every agent is well prepared for their calls. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, goal-oriented, supportive, and prepared to act a resource to agents.
To succeed as a Call Center Supervisor, you should be focused on helping your team build necessary skills and knowledge, so they can better support customers. You should be supportive, communicative, and attentive. Someone with a passion for not just achieving but exceeding targets and a work history that demonstrates the same.
This position is hybrid remote and must be onsite 3x week.
Essential Functions:
• Oversee Call Center operations for a nine person call center with operations times of 8:00 a.m. – 4:30 p.m. Monday – Friday
• Assist in the onboarding of new hires, make sure they have a clear understanding of the processes and procedures for the client and Sharecare Health Data Services
• Make sure that the new and existing call center representatives have the tools they need to deal with the various call types they receive
• Handle escalated calls
• Motivate the team by constantly communicating their daily goals and where they stand throughout the day
• Provide additional phone support during peak hours and staff breaks & lunches
• Accept constructive feedback and then rectify any shortcomings
• Provide Excellent Service to internal and external customers
• Analyze call center metrics and look for area of improvement
• Coordinate with the Operations Manager to improve production throughout the team
• Continue to develop a QC process for the call center
• Monitoring calls to ensure the team is meeting expectations
• Scan daily correspondence into RMS
• Assist with overflow of Data Entry work
• Ensure that the company and staff meet or exceed goals
• Provide reliable, efficient support for customers
• Willing to do early starts and late finishes
• Able to handle a variety of difficult situations simultaneously
• Experience of resolving complex customer problems, issues and complaints
• Willing to be accountable for performance
• Having a natural sense of urgency
Qualifications:
• High School Diploma or equivalent, but more education, especially in management, is preferred
• Call center, customer service, and supervisory experience required
• Proficiency with technology, especially computers, software applications, and phone systems
• Superior verbal and written communication skills and an aptitude for learning and understanding
• Strong understanding of company products, policies, and services
• Ability to coach, train, and motivate employees and evaluate their performance
• Excellent problem solving, leadership, and customer service skills
• Analytical, efficient, and thorough
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours
• Bilingual is a plus
Physical Requirements:
• Ability to sit or stand for long periods of time
• Physical ability to lift and carry 25 lbs. of materials
• Manual dexterity and strength sufficient enough to enter information via computer keyboard for long periods of time, to write notes and information needed, and to pick up and hold paperwork, supplies and other items.
• Eyesight sufficient to effectively read documents and to accurately view information on a computer monitor
• Speaking and hearing ability sufficient to effectively communicate.
• Eye/hand coordination, hearing and visual acuity necessary for day to day tasks
Information Governance Accountabilities:
• A high-level understanding of the organization’s information governance program and role-specific accountabilities
• A thorough understanding of role requirements, including policies, procedures and processes, to include how individual work impacts the organization and its strategic and financial goals; and how tasks and projects affect the integrity of the organization’s data and information
• Commitment to discuss questions and recommendations about processes and any observed variations in performing tasks in order to ensure a standardized approach to work and services provided
• Participation in education as required for corporate compliance and role-specific functions and tasks
HIPAA/Compliance:
• Maintain privacy of all patient, employee and volunteer information and access such information only on a need to know basis for business purposes.
• Comply with all regulations regarding corporate integrity and security obligations
• Report unethical, fraudulent or unlawful behavior or activity
• Maintain current and yearly HIPAA certification.
Sharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, equal pay, disability, genetic information, protected veteran status, or other status protected under applicable law.
Sharecare is an Equal Opportunity Employer and doesn't discriminate on the basis of race, color, sex, national origin, sexual orientation, gender identity, religion, age, disability, genetic information, protected veteran status,or other non-merit factor
