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 company’s 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 Center’s 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

• Define Care Solution technology tool needs and understands existing inefficiencies

• Understand and achieve agreed upon delivery timelines to produce work

• Measure and report effectiveness of new tool

• Communicate what works and doesn’t work out of the new design

• Proactively and routinely audit tool efficiencies to identify improvement opportunities

• Provide high-level summaries of challenges and benefits of new design

• Make recommendations for improvement through analysis, communication and implementation

• Hire, lead, and develop team members to support objectives and goals

• Guide a team of individuals to complete in-depth User Acceptance Testing for new systems and products

• Prepare weekly, monthly, quarterly and annual call center performance reviews, using PowerPoint and/or other visualization tools, to highlight accomplishments and areas of opportunity

• Other duties as assigned

QUALIFICATIONS

Education: Bachelor’s degree preferred or equivalent experience

Certification(s): N/A

Experience:

• Minimum of 5 Years’ Experience working in Care Center Operations Leadership – Required

• Experience with CRM Operational Delivery – Preferred

• Experience with Microsoft Dynamics – Preferred

Knowledge/Skills/Abilities:

• Knowledge of MS Office Suite (Word, Excel, Outlook, SharePoint, Access)

Personal Attributes required for this position:

• Written and oral communication skill

• Ability to manage process

• Decision Quality

• Ability to set priorities and stay focused

• Developing Direct Reports & Others

• Problem solving skills

• Drive for Results

• Functional & Technical Skills

• Process Management

• Ability to manage and measure workloads

• Resourceful and able to multi-task