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Senior Manager, Consumer Support - Denver, CO

Denver, CO

Rally Health is looking for a Senior Manager of Customer Service to lead our growing Denver Call Center. Rally Health is taking the industry by storm and changing the way people view customer service in health care.

Why join Rally? On top of an innovative work atmosphere and a chance to help people change their lives, we offer competitive pay, an extensive benefits package for all full-time employees - including medical, dental, vision and 401(k). In addition, we also provide daily catered lunch and snacks and offer the ability to grow, while truly making an impact within the health care system.

In this role, the Senior Manager of Customer Service will provide day to day leadership, support, supervision and direction to the Call Center team’s reliable, high-quality service standards to the company and its customers. This person will also maintain and manage smooth and efficient operations of the Call Center with timely and professional call management and resolution of customer service requests. In addition, this person will have significant ownership to help grow the business and be a strong influencer, along with other key leaders, on strategic growth initiatives.

Primary Responsibilities:

  • Provide leadership for the Call Center
  • Manage key performance indicators (KPI) for service metrics daily, weekly, monthly
  • Drive efforts to ensure best-in-class service delivery and efficiency in alignment with organizational service and compliance goals
  • Define, communicate, and implement a best in class customer service value model
  • Partner with other departments and management to accommodate timely and complete issue resolution
  • Analyze representative performance data as well as customer interaction results to manage team's performance and to make meaningful business change
  • Engage in cross-functional tactical process design to support end-to-end issue resolution
  • Identify and resolve technical, operational and organizational issues
  • Market focus with ability to deliver internal capabilities that drive significant improvement in customer satisfaction
  • Drive change and influence individuals at all levels in the organization
  • Translate business strategies into clear objectives for the team
  • Foster development of new and veteran leaders across the department, ensuring proper coaching techniques are being applied and professionalism maintained
  • Forecasting
  • Maintain ownership of Call Center team attendance, develop and implement Call Center team schedules to provide required coverage and service for customers

 Key Competencies:

  • Analytical abilities
  • Problem solving skills
  • Strong and innovative strategic vision
  • Technical aptitude
  • Ethical
  • Motivated
  • Adaptable
  • Innovative

 Required Qualifications:

  • 8+ years of call center management/leadership experience
  • Experience directly managing a team of 10+ members
  • Computer proficiency with all Microsoft Office products
  • Exceptional written and verbal communication skills
  • Demonstrated success implementing process improvements that drive performance and efficiency
  • Ability to build relationships
  • Strong, independent decision-making ability, problem solving and analytical skills
  • Extremely organized with a strong attention to detail
  • Bachelor’s Degree

 

Rally Health is committed to ensuring that its workforce reflects America’s diverse population.  Rally Health knows that such diversity will enrich us with the talent, energy, perspective and inspiration it needs to achieve its mission.  Rally Health believes in a policy of equal employment and opportunity for all people based on merit and commitment to the principles of diversity.  It is our policy to recruit, hire, train, and promote individuals in all job titles, and administer all programs, without regard to race, color, religion, national origin or ancestry, citizenship, sex, age, marital status, pregnancy, child birth or related medical conditions, personal appearance, sexual orientation, gender identity or expression, family responsibilities, genetic information, disability, matriculation, political affiliation, veteran status, union affiliation, or any other category protected by applicable federal, state or local laws.

Individuals with disabilities and veterans are encouraged to apply.  Applicants who require an accommodation related to the application and/or review process should notify Talent Acquisition (recruiting@rallyhealth.com).