"Lensa is a career site that helps job seekers find great jobs in the US. We are not a staffing firm or agency. Lensa does not hire directly for these jobs but promotes jobs on LinkedIn on behalf of its direct clients recruitment ad agencies and marketing partners. Lensa partners with DirectEmployers to promote this job for Sharecare. Clicking ""Apply Now"" or ""Read more"" on Lensa redirects you to the job board/employer site. Any information collected there is subject to their terms and privacy notice. Job Description Job Summary: Under the direction of the Sr Manager of Customer Service the Customer Service Manager will oversee a team of Customer Service Representatives and/or Engagement Specialists. Responsibilities include the coaching development and daily support and management of the team. In addition the Customer Service Manager is responsible for metric and quality performance monitoring. The successful candidate will recognize embrace and support the philosophy mission values and vision of Sharecare. Demonstration of these values will be evident by leadership practices integrity and a demeanor consistent with the culture of professionally representing Sharecare. Analytical decision-making prioritizing and leadership skills along with considerable tact and diplomacy are all extremely important. Essential Job Functions Team Supervision : Oversee daily operations and performance of customer service representatives. Manages coaches and trains staff to meet established performance standards. Performs regular call monitoring & audits of staff phone conversations to ensure that accurate information is being articulated to patients and customers. Monitors phone system and call volume throughout the day ensure the phones have the proper staffing reporting any trends in call volume to the WF Manager ensuring the phones are answered within the established Service Level Agreements. Complaint Resolution : Handle escalated customer complaints or complex issues. Communicate and meet with Clients as needed including but not limited to implementations complaint resolution and process improvement discussions. Training and Development : Facilitate staff training sessions and support career development. Monitors staff attendance and performance daily handling the disciplinary process when necessary to correct overall performance. Holds team meetings to ensure effective communication continuous training and positive engagement across the team. Analyzes trends and conducts recurrent training as required by analysis of monitored calls Performance Monitoring : Track and report on key performance indicators and service metrics. Work closely with Vendor(s) to ensure Service Levels and KPIs are maintained. Ensures consistency in service delivery by the entire team to drive contractual outcomes and positive customer experience. Evaluates and communicates overall team performance expectations and feedback to their staff. Process Improvement : Identify opportunities to enhance processes and improve service efficiency. Works closely with the Sr Manager of Customer Service and VP of Provider Engagement to establish short term and long-term goals for the Customer Service team and the department. Coaches and develops staff to address areas of concern and identify potential professional development opportunities. Uses proactive support and communication to Client Operations Workforce Management and Training teams. Collaboratively works with peer Customer Service Managers to identify cross-team improvement opportunities and foster an environment of support and comradery. Some travel may be required Additional responsibilities may vary depending on need. Specific Skills/ Attributes Positive attitude Demonstrates time management skills Team player Flexible Qualifications Minimum of 2 years Call Center Customer Service experience College degree or demonstrated professional leadership experience Excellent verbal and written communication skills Detail oriented and well organized Demonstrates follow through on assignments Effectively navigates telephony and Computer Information Systems technology Displays sound judgment and critical thinking skills Available to work all shifts / days as needed Ability to deliver and receive feedback to include difficult discussions Ability to maintain a high degree of confidentiality Proficient with MS Office Ability to work flexible hours and shifts Sharecare Inc. 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 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 statusor other non-merit factor. If you have questions about this posting please contact support@lensa.com"

"Lensa is a career site that helps job seekers find great jobs in the US. We are not a staffing firm or agency. Lensa does not hire directly for these jobs but promotes jobs on LinkedIn on behalf of its direct clients recruitment ad agencies and marketing partners. Lensa partners with DirectEmployers to promote this job for Sharecare. Clicking ""Apply Now"" or ""Read more"" on Lensa redirects you to the job board/employer site. Any information collected there is subject to their terms and privacy notice. Job Description Job Summary: Under the direction of the Sr Manager of Customer Service the Customer Service Manager will oversee a team of Customer Service Representatives and/or Engagement Specialists. Responsibilities include the coaching development and daily support and management of the team. In addition the Customer Service Manager is responsible for metric and quality performance monitoring. The successful candidate will recognize embrace and support the philosophy mission values and vision of Sharecare. Demonstration of these values will be evident by leadership practices integrity and a demeanor consistent with the culture of professionally representing Sharecare. Analytical decision-making prioritizing and leadership skills along with considerable tact and diplomacy are all extremely important.? Essential Job Functions Team Supervision : Oversee daily operations and performance of customer service representatives. Manages coaches and trains staff to meet established performance standards. Performs regular call monitoring & audits of staff phone conversations to ensure that accurate information is being articulated to patients and customers. Monitors phone system and call volume throughout the day ensure the phones have the proper staffing reporting any trends in call volume to the WF Manager ensuring the phones are answered within the established Service Level Agreements. Complaint Resolution : Handle escalated customer complaints or complex issues. Communicate and meet with Clients as needed including but not limited to implementations complaint resolution and process improvement discussions. Training and Development : Facilitate staff training sessions and support career development. Monitors staff attendance and performance daily handling the disciplinary process when necessary to correct overall performance. Holds team meetings to ensure effective communication continuous training and positive engagement across the team. Analyzes trends and conducts recurrent training as required by analysis of monitored calls Performance Monitoring : Track and report on key performance indicators and service metrics. Work closely with Vendor(s) to ensure Service Levels and KPIs are maintained. Ensures consistency in service delivery by the entire team to drive contractual outcomes and positive customer experience. Evaluates and communicates overall team performance expectations and feedback to their staff. Process Improvement : Identify opportunities to enhance processes and improve service efficiency. Works closely with the Sr Manager of Customer Service and VP of Provider Engagement to establish short term and long-term goals for the Customer Service team and the department. Coaches and develops staff to address areas of concern and identify potential professional development opportunities. Uses proactive support and communication to Client Operations Workforce Management and Training teams. Collaboratively works with peer Customer Service Managers to identify cross-team improvement opportunities and foster an environment of support and comradery. Some travel may be required Additional responsibilities may vary depending on need. Specific Skills/ Attributes Positive attitude Demonstrates time management skills Team player Flexible Qualifications Minimum of 2 years Call Center Customer Service experience College degree or demonstrated professional leadership experience Excellent verbal and written communication skills Detail oriented and well organized Demonstrates follow through on assignments Effectively navigates telephony and Computer Information Systems technology Displays sound judgment and critical thinking skills Available to work all shifts / days as needed Ability to deliver and receive feedback to include difficult discussions Ability to maintain a high degree of confidentiality Proficient with MS Office Ability to work flexible hours and shifts Sharecare Inc. 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 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 statusor other non-merit factor. If you have questions about this posting please contact support@lensa.com"

"Lensa is a career site that helps job seekers find great jobs in the US. We are not a staffing firm or agency. Lensa does not hire directly for these jobs but promotes jobs on LinkedIn on behalf of its direct clients recruitment ad agencies and marketing partners. Lensa partners with DirectEmployers to promote this job for Sharecare. Clicking ""Apply Now"" or ""Read more"" on Lensa redirects you to the job board/employer site. Any information collected there is subject to their terms and privacy notice. Job Description Job Summary: Under the direction of the Sr Manager of Customer Service the Customer Service Manager will oversee a team of Customer Service Representatives and/or Engagement Specialists. Responsibilities include the coaching development and daily support and management of the team. In addition the Customer Service Manager is responsible for metric and quality performance monitoring. The successful candidate will recognize embrace and support the philosophy mission values and vision of Sharecare. Demonstration of these values will be evident by leadership practices integrity and a demeanor consistent with the culture of professionally representing Sharecare. Analytical decision-making prioritizing and leadership skills along with considerable tact and diplomacy are all extremely important.? Essential Job Functions Team Supervision : Oversee daily operations and performance of customer service representatives. Manages coaches and trains staff to meet established performance standards. Performs regular call monitoring & audits of staff phone conversations to ensure that accurate information is being articulated to patients and customers. Monitors phone system and call volume throughout the day ensure the phones have the proper staffing reporting any trends in call volume to the WF Manager ensuring the phones are answered within the established Service Level Agreements. Complaint Resolution : Handle escalated customer complaints or complex issues. Communicate and meet with Clients as needed including but not limited to implementations complaint resolution and process improvement discussions. Training and Development : Facilitate staff training sessions and support career development. Monitors staff attendance and performance daily handling the disciplinary process when necessary to correct overall performance. Holds team meetings to ensure effective communication continuous training and positive engagement across the team. Analyzes trends and conducts recurrent training as required by analysis of monitored calls Performance Monitoring : Track and report on key performance indicators and service metrics. Work closely with Vendor(s) to ensure Service Levels and KPIs are maintained. Ensures consistency in service delivery by the entire team to drive contractual outcomes and positive customer experience. Evaluates and communicates overall team performance expectations and feedback to their staff. Process Improvement : Identify opportunities to enhance processes and improve service efficiency. Works closely with the Sr Manager of Customer Service and VP of Provider Engagement to establish short term and long-term goals for the Customer Service team and the department. Coaches and develops staff to address areas of concern and identify potential professional development opportunities. Uses proactive support and communication to Client Operations Workforce Management and Training teams. Collaboratively works with peer Customer Service Managers to identify cross-team improvement opportunities and foster an environment of support and comradery. Some travel may be required Additional responsibilities may vary depending on need. Specific Skills/ Attributes Positive attitude Demonstrates time management skills Team player Flexible Qualifications Minimum of 2 years Call Center Customer Service experience College degree or demonstrated professional leadership experience Excellent verbal and written communication skills Detail oriented and well organized Demonstrates follow through on assignments Effectively navigates telephony and Computer Information Systems technology Displays sound judgment and critical thinking skills Available to work all shifts / days as needed Ability to deliver and receive feedback to include difficult discussions Ability to maintain a high degree of confidentiality Proficient with MS Office Ability to work flexible hours and shifts Sharecare Inc. 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 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 statusor other non-merit factor. If you have questions about this posting please contact support@lensa.com"

Join a global delivery team. Ready to step up? We’re Influx.com — and we’re on a mission to disrupt the traditional customer experience and talent industries. Our model helps global companies build flexible high-performing teams that deliver consistently anywhere in the world. We’re hiring a skilled Service Delivery Manager (SDM) to oversee key client accounts lead operational teams and ensure our service consistently exceeds expectations. In this role you’ll own end-to-end client relationships guide team leaders and customer service agents and make operational decisions that directly impact customer success and business growth. If you’re a confident leader with proven client-facing and people management experience this is your opportunity to make a real difference. You’ll be working across multiple industries and geographies collaborating with senior stakeholders and driving excellence in service delivery — all while working remotely. 🌍 Why This Role? Join a company reshaping how global businesses deliver customer experience. Remote-first with exposure to international clients and teams. High ownership and autonomy in managing accounts and operations. Clear career growth opportunities in a scaling delivery organization. 💼 What You’ll Own Client Onboarding & Relationship Management Lead smooth onboarding for new accounts aligning success metrics and SLAs. Build strong partnerships with client stakeholders through regular business reviews (MBRs/WBRs) and structured updates. Monitor account performance and proactively address risks to prevent churn. Operational Leadership & Team Development Manage and develop Team Leaders and their teams to consistently hit SLA targets. Assign top talent to the right opportunities and ensure skill alignment. Implement improvement plans training and coaching for continuous growth. Financial & Performance Management Maintain and grow account revenue and gross margins. Identify and execute upsell or expansion opportunities. Ensure timely accurate invoicing and payment collection. ✅ What You MUST Bring All applicants must meet these requirements to be considered: 3–5 years’ total experience in customer service call center or BPO environments. At least 1 year in a management role (Team Leader or above). Proven client-facing experience — delivering performance reports structured presentations and business analysis. Strong leadership communication and problem-solving skills. Ability to multitask and thrive in fast-paced high-pressure environments. Demonstrated technical aptitude (formal certifications not required). Minimum 80% proficiency in skills/aptitude assessments. Preferred (but not required): Bachelor’s degree in Business Administration or related field (Associate degree accepted with strong experience). Experience with technical client accounts or technology-driven environments. 📌 About Influx Our 24/7 on-demand support service guarantees response times and coverage troubleshooting and solving customer problems in under one hour every hour of the week. Headquartered in California with a global team of 1000+ staff we are committed to delivering exceptional customer service. Learn more at www.influx.com .

Join a global delivery team. Ready to step up? We’re Influx.com — and we’re on a mission to disrupt the traditional customer experience and talent industries. Our model helps global companies build flexible high-performing teams that deliver consistently anywhere in the world. We’re hiring a skilled Service Delivery Manager (SDM) to oversee key client accounts lead operational teams and ensure our service consistently exceeds expectations. In this role you’ll own end-to-end client relationships guide team leaders and customer service agents and make operational decisions that directly impact customer success and business growth. If you’re a confident leader with proven client-facing and people management experience this is your opportunity to make a real difference. You’ll be working across multiple industries and geographies collaborating with senior stakeholders and driving excellence in service delivery — all while working remotely. 🌍 Why This Role? Join a company reshaping how global businesses deliver customer experience. Remote-first with exposure to international clients and teams. High ownership and autonomy in managing accounts and operations. Clear career growth opportunities in a scaling delivery organization. 💼 What You’ll Own Client Onboarding & Relationship Management Lead smooth onboarding for new accounts aligning success metrics and SLAs. Build strong partnerships with client stakeholders through regular business reviews (MBRs/WBRs) and structured updates. Monitor account performance and proactively address risks to prevent churn. Operational Leadership & Team Development Manage and develop Team Leaders and their teams to consistently hit SLA targets. Assign top talent to the right opportunities and ensure skill alignment. Implement improvement plans training and coaching for continuous growth. Financial & Performance Management Maintain and grow account revenue and gross margins. Identify and execute upsell or expansion opportunities. Ensure timely accurate invoicing and payment collection. ✅ What You MUST Bring All applicants must meet these requirements to be considered: 3–5 years’ total experience in customer service call center or BPO environments. At least 1 year in a management role (Team Leader or above). Proven client-facing experience — delivering performance reports structured presentations and business analysis. Strong leadership communication and problem-solving skills. Ability to multitask and thrive in fast-paced high-pressure environments. Demonstrated technical aptitude (formal certifications not required). Minimum 80% proficiency in skills/aptitude assessments. Preferred (but not required): Bachelor’s degree in Business Administration or related field (Associate degree accepted with strong experience). Experience with technical client accounts or technology-driven environments. 📌 About Influx Our 24/7 on-demand support service guarantees response times and coverage troubleshooting and solving customer problems in under one hour every hour of the week. Headquartered in California with a global team of 1000+ staff we are committed to delivering exceptional customer service. Learn more at www.influx.com .

Purpose: The Customer Order Management (COM) team serves as a central point of contact for our both customers and internal departments for support of order management and services. We are responsible for receiving coordinating and facilitating order management and customer retail services. The Customer Order Management Services level I work in close coordination with internal departments to ensure proper processing and handling of services provided for the customer. This position is tasked with ensuring that order placement is accurate and consistent through an optimal and efficient operating model. Leveraging knowledge of technology both hardware and software products. this role is responsible to provide first class customer service via emails and telephone assisting with any ad-hoc customer requests. What does it mean to be part of our Customer Experience team? Being in customer experience involves understanding and managing the interactions between UNFI and our customers throughout the entire journey. Whether it’s small or large retail grocery stores our team ensures they’re getting the best possible service and support so we can deliver better together. Our customer experience team strives to make our customers stronger and help transform the future of food. Job Responsibilities: Manage customer orders in line with the guidelines received from customers sales supply chain and Operations in an accurate and timely manner. Follow system procedures to capture customer orders on the systems and undertake sufficient process and controls to manage risk. Communicate with customers on order related activities to deliver high service levels. Manage the resolution of day-to-day operational issues or errors and resolve anomalies to ensure high-level of customer service and accurate transactions. Work collaboratively with peers to share best practice creating an awareness of issues throughout the department. Use appropriate systems and tools to ensure orders are processed timely and accurately. Triage orders exceptions to resolve prior to processing orders through the DC. Manage late order and add-ons by setting up additional order waves in the systems. Represent the team department in a professional manner understanding and anticipating the business needs developing good working relationships with all internal and external parties. Track special orders (future ship date orders) while consistently monitoring product availability and ship dates of deliveries. Provide Tier I technical helpdesk support to customers who require help with technical products or services. Job Requirements: Education/ Certifications/Experience (Required & Preferred) Associate degree in business management or a related field or equivalent experience. 1-2 y ears relevant work experience preferred. Must be proficient in use of Microsoft Office applications. Product knowledge and industry terms related to UNFI required. Good judgment is required for this position as there may be times when direct supervision may not be immediately available. Work Environment: Remote Role: This position is classified as remote where the associate will perform remote work from their primary residence. Remote associates are welcome to work from the office but are not required to do so. While remote associates are not required to work from an office on a regular basis they may be required to come to the office or other UNFI locations for necessary business reasons or if directed to do so by their manager. About UNFI: We are North America’s premier grocery wholesaler delivering the widest variety of fresh branded and owned brand products to community grocers and retail chains alike. A pioneer in natural and organic foods we are growing and transforming to meet the needs of an evolving workplace. Our 29000+ employees work across America in our 50 Distribution Centers and corporate offices. Learn more: Organic Natural and Conventional Food Wholesale Food Distributors UNFI Benefits: Medical Dental Vision Competitive 401k Flexible PTO or Competitive PTO plan mentorship program/developmental opportunities other benefits applicable to specific role. UNFI is an Equal Opportunity employer committed to creating an inclusive and respectful environment for all. All qualified applicants will receive equal consideration for employment without regard to race color age religion sex sexual orientation gender identity or expression national origin disability protected veteran status or other protected ground. Accommodation is available upon request for candidates taking part in all aspects of the job selection process. - M/F/Veteran/Disability. VEVRAA Federal Contractor.

"Lensa is a career site that helps job seekers find great jobs in the US. We are not a staffing firm or agency. Lensa does not hire directly for these jobs but promotes jobs on LinkedIn on behalf of its direct clients recruitment ad agencies and marketing partners. Lensa partners with DirectEmployers to promote this job for Sharecare. Clicking ""Apply Now"" or ""Read more"" on Lensa redirects you to the job board/employer site. Any information collected there is subject to their terms and privacy notice. Job Description Job Summary: Under the direction of the Sr Manager of Customer Service the Customer Service Manager will oversee a team of Customer Service Representatives and/or Engagement Specialists. Responsibilities include the coaching development and daily support and management of the team. In addition the Customer Service Manager is responsible for metric and quality performance monitoring. The successful candidate will recognize embrace and support the philosophy mission values and vision of Sharecare. Demonstration of these values will be evident by leadership practices integrity and a demeanor consistent with the culture of professionally representing Sharecare. Analytical decision-making prioritizing and leadership skills along with considerable tact and diplomacy are all extremely important. Essential Job Functions Team Supervision : Oversee daily operations and performance of customer service representatives. Manages coaches and trains staff to meet established performance standards. Performs regular call monitoring & audits of staff phone conversations to ensure that accurate information is being articulated to patients and customers. Monitors phone system and call volume throughout the day ensure the phones have the proper staffing reporting any trends in call volume to the WF Manager ensuring the phones are answered within the established Service Level Agreements. Complaint Resolution : Handle escalated customer complaints or complex issues. Communicate and meet with Clients as needed including but not limited to implementations complaint resolution and process improvement discussions. Training and Development : Facilitate staff training sessions and support career development. Monitors staff attendance and performance daily handling the disciplinary process when necessary to correct overall performance. Holds team meetings to ensure effective communication continuous training and positive engagement across the team. Analyzes trends and conducts recurrent training as required by analysis of monitored calls Performance Monitoring : Track and report on key performance indicators and service metrics. Work closely with Vendor(s) to ensure Service Levels and KPIs are maintained. Ensures consistency in service delivery by the entire team to drive contractual outcomes and positive customer experience. Evaluates and communicates overall team performance expectations and feedback to their staff. Process Improvement : Identify opportunities to enhance processes and improve service efficiency. Works closely with the Sr Manager of Customer Service and VP of Provider Engagement to establish short term and long-term goals for the Customer Service team and the department. Coaches and develops staff to address areas of concern and identify potential professional development opportunities. Uses proactive support and communication to Client Operations Workforce Management and Training teams. Collaboratively works with peer Customer Service Managers to identify cross-team improvement opportunities and foster an environment of support and comradery. Some travel may be required Additional responsibilities may vary depending on need. Specific Skills/ Attributes Positive attitude Demonstrates time management skills Team player Flexible Qualifications Minimum of 2 years Call Center Customer Service experience College degree or demonstrated professional leadership experience Excellent verbal and written communication skills Detail oriented and well organized Demonstrates follow through on assignments Effectively navigates telephony and Computer Information Systems technology Displays sound judgment and critical thinking skills Available to work all shifts / days as needed Ability to deliver and receive feedback to include difficult discussions Ability to maintain a high degree of confidentiality Proficient with MS Office Ability to work flexible hours and shifts Sharecare Inc. 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 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 statusor other non-merit factor. If you have questions about this posting please contact support@lensa.com"

We are looking for a Customer Service Manager to keep customers informed and coordinate smoothly with dispatchers and drivers. This position helps reduce delivery issues speed up responses and ensure field teams have the information they need. Responsibilities Respond to customer inquiries by phone chat and email Coordinate requests with dispatchers and contractors Keep simple logs of requests and update statuses in the system Escalate issues and follow up until resolved Help improve reply scripts and message templates Schedule and Pay Remote work must live and be located in the United States while working $20.00-26.00 per hour paid regularly Flexible schedule 30 to 40 hours per week preferred part time considered Requirements US resident or authorized to work in the United States Clear English communication for customer contact Basic computer and email skills Patient attitude and willingness to solve problems Customer support experience is a plus but not required What We Offer Supportive remote team Ongoing training to improve skills Opportunities for growth and increased responsibility Stable long term work for reliable performers Send your resume to get started

"Lensa is a career site that helps job seekers find great jobs in the US. We are not a staffing firm or agency. Lensa does not hire directly for these jobs but promotes jobs on LinkedIn on behalf of its direct clients recruitment ad agencies and marketing partners. Lensa partners with DirectEmployers to promote this job for Sharecare. Clicking ""Apply Now"" or ""Read more"" on Lensa redirects you to the job board/employer site. Any information collected there is subject to their terms and privacy notice. Job Description Job Summary: Under the direction of the Sr Manager of Customer Service the Customer Service Manager will oversee a team of Customer Service Representatives and/or Engagement Specialists. Responsibilities include the coaching development and daily support and management of the team. In addition the Customer Service Manager is responsible for metric and quality performance monitoring. The successful candidate will recognize embrace and support the philosophy mission values and vision of Sharecare. Demonstration of these values will be evident by leadership practices integrity and a demeanor consistent with the culture of professionally representing Sharecare. Analytical decision-making prioritizing and leadership skills along with considerable tact and diplomacy are all extremely important. Essential Job Functions Team Supervision : Oversee daily operations and performance of customer service representatives. Manages coaches and trains staff to meet established performance standards. Performs regular call monitoring & audits of staff phone conversations to ensure that accurate information is being articulated to patients and customers. Monitors phone system and call volume throughout the day ensure the phones have the proper staffing reporting any trends in call volume to the WF Manager ensuring the phones are answered within the established Service Level Agreements. Complaint Resolution : Handle escalated customer complaints or complex issues. Communicate and meet with Clients as needed including but not limited to implementations complaint resolution and process improvement discussions. Training and Development : Facilitate staff training sessions and support career development. Monitors staff attendance and performance daily handling the disciplinary process when necessary to correct overall performance. Holds team meetings to ensure effective communication continuous training and positive engagement across the team. Analyzes trends and conducts recurrent training as required by analysis of monitored calls Performance Monitoring : Track and report on key performance indicators and service metrics. Work closely with Vendor(s) to ensure Service Levels and KPIs are maintained. Ensures consistency in service delivery by the entire team to drive contractual outcomes and positive customer experience. Evaluates and communicates overall team performance expectations and feedback to their staff. Process Improvement : Identify opportunities to enhance processes and improve service efficiency. Works closely with the Sr Manager of Customer Service and VP of Provider Engagement to establish short term and long-term goals for the Customer Service team and the department. Coaches and develops staff to address areas of concern and identify potential professional development opportunities. Uses proactive support and communication to Client Operations Workforce Management and Training teams. Collaboratively works with peer Customer Service Managers to identify cross-team improvement opportunities and foster an environment of support and comradery. Some travel may be required Additional responsibilities may vary depending on need. Specific Skills/ Attributes Positive attitude Demonstrates time management skills Team player Flexible Qualifications Minimum of 2 years Call Center Customer Service experience College degree or demonstrated professional leadership experience Excellent verbal and written communication skills Detail oriented and well organized Demonstrates follow through on assignments Effectively navigates telephony and Computer Information Systems technology Displays sound judgment and critical thinking skills Available to work all shifts / days as needed Ability to deliver and receive feedback to include difficult discussions Ability to maintain a high degree of confidentiality Proficient with MS Office Ability to work flexible hours and shifts Sharecare Inc. 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 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 statusor other non-merit factor. If you have questions about this posting please contact support@lensa.com"

"Lensa is a career site that helps job seekers find great jobs in the US. We are not a staffing firm or agency. Lensa does not hire directly for these jobs but promotes jobs on LinkedIn on behalf of its direct clients recruitment ad agencies and marketing partners. Lensa partners with DirectEmployers to promote this job for Sharecare. Clicking ""Apply Now"" or ""Read more"" on Lensa redirects you to the job board/employer site. Any information collected there is subject to their terms and privacy notice. Job Description Job Summary: Under the direction of the Sr Manager of Customer Service the Customer Service Manager will oversee a team of Customer Service Representatives and/or Engagement Specialists. Responsibilities include the coaching development and daily support and management of the team. In addition the Customer Service Manager is responsible for metric and quality performance monitoring. The successful candidate will recognize embrace and support the philosophy mission values and vision of Sharecare. Demonstration of these values will be evident by leadership practices integrity and a demeanor consistent with the culture of professionally representing Sharecare. Analytical decision-making prioritizing and leadership skills along with considerable tact and diplomacy are all extremely important.? Essential Job Functions Team Supervision : Oversee daily operations and performance of customer service representatives. Manages coaches and trains staff to meet established performance standards. Performs regular call monitoring & audits of staff phone conversations to ensure that accurate information is being articulated to patients and customers. Monitors phone system and call volume throughout the day ensure the phones have the proper staffing reporting any trends in call volume to the WF Manager ensuring the phones are answered within the established Service Level Agreements. Complaint Resolution : Handle escalated customer complaints or complex issues. Communicate and meet with Clients as needed including but not limited to implementations complaint resolution and process improvement discussions. Training and Development : Facilitate staff training sessions and support career development. Monitors staff attendance and performance daily handling the disciplinary process when necessary to correct overall performance. Holds team meetings to ensure effective communication continuous training and positive engagement across the team. Analyzes trends and conducts recurrent training as required by analysis of monitored calls Performance Monitoring : Track and report on key performance indicators and service metrics. Work closely with Vendor(s) to ensure Service Levels and KPIs are maintained. Ensures consistency in service delivery by the entire team to drive contractual outcomes and positive customer experience. Evaluates and communicates overall team performance expectations and feedback to their staff. Process Improvement : Identify opportunities to enhance processes and improve service efficiency. Works closely with the Sr Manager of Customer Service and VP of Provider Engagement to establish short term and long-term goals for the Customer Service team and the department. Coaches and develops staff to address areas of concern and identify potential professional development opportunities. Uses proactive support and communication to Client Operations Workforce Management and Training teams. Collaboratively works with peer Customer Service Managers to identify cross-team improvement opportunities and foster an environment of support and comradery. Some travel may be required Additional responsibilities may vary depending on need. Specific Skills/ Attributes Positive attitude Demonstrates time management skills Team player Flexible Qualifications Minimum of 2 years Call Center Customer Service experience College degree or demonstrated professional leadership experience Excellent verbal and written communication skills Detail oriented and well organized Demonstrates follow through on assignments Effectively navigates telephony and Computer Information Systems technology Displays sound judgment and critical thinking skills Available to work all shifts / days as needed Ability to deliver and receive feedback to include difficult discussions Ability to maintain a high degree of confidentiality Proficient with MS Office Ability to work flexible hours and shifts Sharecare Inc. 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 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 statusor other non-merit factor. If you have questions about this posting please contact support@lensa.com"