Support Center Manager (Remote)

Position Overview:

The Support Center Manager at PerfectServe is responsible for managing and developing a team of Specialists, Consultants, and Vendors to deliver exceptional service experiences and effectively utilize PerfectServe's technology. The Support Center Manager is accountable for the team's overall performance and results, while also fostering a positive and productive team culture. This role involves collaborating with other departments and serving as the primary ambassador of PerfectServe's culture.

Essential Qualifications:

• Bachelor’s degree or equivalent work experience
• 2+ years of technical support leadership experience
• 5+ years of work experience supporting SaaS customers or troubleshooting technical workflows preferred
• Clinical workflow experience is preferred
• BPO or vendor management experience is preferred
• Excellent verbal and written communications skills
• Ability to travel on occasion, less than 10% of the time

Key Responsibilities:

• Establish and maintain strong professional relationships with Support Center team members and Vendor partners.
• Develop a strategy to set up the Support Center Team for success.
• Provide guidance and support to team members in their day-to-day work.
• Ensure team members are up-to-date with the latest features, standards, projects, and company news.
• Conduct weekly one-on-one coaching sessions with each team member.
• Lead semi-annual performance feedback discussions and career development conversations with team members.
• Serve as a liaison between the Support Center and other departments, staying informed about go-lives, onboarding new customers, and updates on existing customers.
• Identify opportunities and participate in projects to improve quality results by recommending process, platform, and software changes.
• Assist in setting targets for individuals and the Support Center Team.
• Monitor and evaluate agent performance, provide coaching and learning opportunities, and take corrective action if necessary.
• Devise procedures to optimize efficiency and motivate staff.
• Collaborate with the Training and Quality Assurance teams to execute ongoing quality processes, including monitoring, scoring, and providing targeted performance assessment and skill development.
• Resolve escalated service issues and handle Supervisor calls.
• Champion organizational priorities, including standardization, quality, and financial performance.
• Contribute to software incident response processes through testing, internal communication, and customer communications.

PerfectServe Success Factors:

• Understanding of the healthcare and customer support industry, PerfectServe's business, and the current and future marketplace.
• Awareness of customer needs and how PerfectServe's programs and services address those needs.
• Drive innovative thinking and influence others to adopt changes for improved performance.
• Exhibit flexibility and tolerance for ambiguity in a dynamic healthcare technology industry.

Environment, Physical & Other Requirements:

This position requires both interpersonal interactions and technology use, whether standing or sitting. Employees must be able to communicate effectively, with or without reasonable accommodations. The role may involve extended periods of sitting, acute hearing ability, and repetitive hand motions.

PerfectServe is committed to complying with all applicable state and federal laws prohibiting employment discrimination. Reasonable accommodations are provided to applicants and employees in accordance with disability discrimination laws. Individuals with disabilities are encouraged to participate in an interactive process to identify reasonable accommodations without undue hardship.

This job description does not encompass all activities, duties, or responsibilities required of the employee.

PerfectServe, Inc. is an Equal Opportunity Employer (EOE) — M/F/D/V.