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
budget managementcustomer support operationscall center operationsanalytical thinkingstrategic planningtactical planningworkflow standardizationproblem resolutionteam buildingcoaching
Soft skills
leadershipcommunicationinterpersonal skillsorganizational skillstime managementcustomer service focusadaptabilityconfidentialitycollaborationmotivation