Manager, Customer Support
Sutter Health
full-time
Posted on:
Location Type: Hybrid
Location: Los Altos • California • United States
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Salary
💰 $85,363 - $128,044 per year
About the role
- Manages and provides operational leadership which includes one or more teams providing customer support services.
- Plans, organizes, and directs operations and resources to ensure effective and efficient delivery of customer support services consistent with applicable standards and regulations.
- Establishes protocols and practices, ensuring compliance with department, affiliate, operating unit, and/or system standards, policies and procedures, and applicable laws and regulations.
- Takes a strategic and tactical approach in identifying best practices and standardizing workflows/processes, and developing plans of action to implement changes.
- Establishes and manages capital and operational budgets to achieve financial targets via effective utilization of personnel, resources and supplies.
- Develops and maintains a solid partnership with internal and external peers, leaders, and/or local/state/federal agencies to facilitate and collaborate on initiatives or issues resolution.
- Provides guidance and/or direct intervention in resolving challenging or complex situations.
Requirements
- Equivalent experience will be accepted in lieu of the required degree or diploma.
- Bachelor's: Finance, Human Resources, Business Management, or related field
- 8 years recent relevant experience
- Demonstrated leadership skills, including team building, and coaching/mentoring with the ability to motivate and engage others.
- Thorough understanding of customer support and call center operations and workflows and how department’s process/workflow impacts other department operations.
- Demonstrates understanding of business and operational requirements.
- Demonstrates ability to develop and manage a budget.
- Demonstrates tactical and analytical thinking and planning skills, and is able to develop plan to accomplish objectives, identify obstacles and resolve operational issues.
- Knowledge of emerging trends and how it impacts operations.
- Ability to build and establish effective working partnership with employees, peers and/or leaders to achieve business objectives.
- Demonstrates ability to handle confidential and sensitive issues.
- Verbal and written communication, and interpersonal skills.
- Fluency in English.
- Ability to handle difficult circumstances and make sound business decisions with little direction.
- Demonstrates ability to work in a dynamic and fast-paced environment with changing business priorities.
- Organizational and time management skills, with the ability to prioritize multiple projects while delivering quality service and achieving business results.
- Demonstrates a customer service focus in all decisions and actions.
- Demonstrates ability to work/interact with a diverse population while respecting cultural and linguistic differences and fostering an inclusive work environment.
- Working knowledge of wage and hour laws.
- In-depth working knowledge of Customer Relationship Management (CRM) tools and shared services enabling technologies.
Benefits
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Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
budget managementcustomer support operationscall center operationsanalytical thinkingstrategic planningtactical planningworkflow standardizationproblem resolutionteam buildingcoaching
Soft Skills
leadershipcommunicationinterpersonal skillsorganizational skillstime managementcustomer service focusadaptabilityconfidentialitycollaborationmotivation