Customer Support Manager

DirectCare Shifts started as a healthcare staffing agency by a former provider and administrator, DirectCare Shifts is now the leading healthcare staffing platform for professionals looking for short-term to full-time work. DirectCare Shifts is growing rapidly, fueled by our best-in-class customer service. From full-time to part-time, from placement to PRN, DirectCare Shifts partners with healthcare facilities to save time and money by providing the right staff, right when you need it.
DirectCare Shifts is hiring a Customer Service Manager to build and lead an in-bound customer service call center to support our healthcare staffing platform.
PRIMARY ROLE
At DirectCare Shifts, our number one value proposition is to provide exceptional customer service. As a Customer Service Supervisor, you will be building and leading a team of remote Customer Service Specialists (CSS). As the Call Center Supervisor you will be responsible for directly overseeing the customer service department to ensure positive morale and effective daily operations and service delivery to our client and customers. The Call Center Supervisor will participate in the hiring process, assist in the training, and coaching processes. You will monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You will have a good grasp of analytics and use data to inform, manage, and lead. The ideal candidate must have prior experience leading a call-center team, be a confident and capable manager, and comfortable in both the personal and technical realm.
RESPONSIBILITIES:
Customer Service

• Develop, implement and monitor customer service policies and procedures.
• Monitor and review customer service performance metrics and KPIs.
• Deliver excellent customer service.
• Establish goals and guidelines that will usher the workforce in building strong and positive relationships with clients.
• Develop strategies to optimize procedures, identify the strengths and weaknesses of current processes and implement solutions.

Quality Assurance

• Review company call center platform (DialPad) call counts and generate reports.
• Report to leadership if any Customer Service Specialists are not meeting expectations with deliverance of Customer Support..
• Manage and monitor On-Call and other department line call queues in collaboration with the office administrator.
• Develop and implement monitoring activities, (including but not limited to a score card) the detection and resolution of problems, and the delivery of satisfactory outcomes.
• Identify process/product complaints versus customer service complaints.

YOU ARE GREAT AT:

• Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
• Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Analytic Ability - understanding and analyzing data from reports.
• Computer Skills - understanding of Customer Relationship Management (CRM) software and call center software. Knowledge of HubSpot and DialPad system is a plus.
• Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Customer Service - Including professional communication via phone and email
• Motivation - Self-motivated, self-starter; ability to work independently and as a part of a team.
• Organizational Ability - Must have strong organizational skills to manage large amount of detail.
• Office Equipment - Ability to use basic office equipment – phone, computer.
• Reading Comprehension — Understanding written sentences and paragraphs in work related documents.
• Speaking — Talking to others to convey information effectively.
• Service Orientation — Actively looking for ways to help people.
• Emotional Intelligence — Being aware of others' reactions and understanding why they react as they do

REQUIREMENTS:

• 3 years' experience working as a team lead in a fast-paced customer service environment
• Associates or bachelor's degree

WORK ENVIRONMENT & HOURS

• This is a full-time, hybrid position based out of Denton, TX. You must be able to spend 2-3 days in office each week. Our office is fast paced but casual.
• Work Hours: M-F 9am - 5pm with one additional night or weekend to help with on-call.

WHAT YOU WILL RECEIVE:

• Salary Range: $50,000 - $60,000 depending on experience.
• Competitive Benefits package including 401k, medical, dental and vision, and paid-time off.
• The opportunity to work with a fast growing company, a fantastic team.
• Learning culture to grow your skills and knowledge.
• Career growth opportunities.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Health insurance, Dental insurance, 401(k), Paid time off, Vision insurance