New Position Customer Service/Call Center Manager
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Position: Customer Service/Call Center Manager
Employment Type: Full Time
Location: Allentown, PA
Ideal Concepts, Inc is looking for an experienced call center manager to lead our SureMed customer service team. The Customer Service Manager will lead our call center team of SureMed Member Service Representatives by on-boarding and training new team members, conducting ongoing trainings, pinpointing areas for improvement, implementing new processes, and ensuring proper handling of member concerns. The Customer Service Manager is responsible for the day-to-day operations of the call center, including handling escalations, providing floor support to representatives needing guidance, delegating tasks to the team, increasing member retention, and ensuring member satisfaction. In this position, it is imperative to build strong relationships with service representatives, members, and agents. It’s important to foster easy and positive communication, and be able to problem solve with minimal direction.
  • Onboarding new member service representatives
  • Conducting on-going trainings
  • Ensuring proper call procedures are followed
  • Handling call escalations and problem cases
  • Communicating and implementing changes
  • Coaching and motivating the team
  • Creating KPIs
  • Analyzing call reports and implementing changes for efficiency
  • Minimum 2 years experience as a call center manager or coach
  • Minimum 2 years experience in customer service
  • Excellent communication and interpersonal skills
  • Skilled at problem solving
  • Ability to multi-task and prioritize
  • Analytical and reporting skills
  • Outgoing, high energy and motivated in nature
  • Average typing speed or better
  • Proficiency in all Microsoft Office products
  • Bachelor"s Degree Required
  • 15 days of PTO
  • 8 paid holidays
  • Full health benefits, including dental and vision
  • 401K plan
  • Technology focused, fast paced, growing company
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