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Senior Manager, Consumer Support - Denver, CO

Denver, CO

Rally Health is all about putting health in the hands of the individual. It’s our mission, and it drives everything we do, which is to empower people with easy-to-use online and mobile tools that help them take charge of their health and health care, from improving their diet and fitness to selecting health benefits, and choosing the right doctor at the right price for their needs.

Our culture is built on a deep and sincere commitment to helping people live healthier lives. To do this, we are committed to innovating at every level. As our president and COO David Ko says, “We are a company that continuously innovates. It cannot end. It has to be in everything we do, which means that some of the things we’re going to do are not going to work – and that’s okay. We’re not trying to build something that is churn and burn. We’re building something that follows consumers over their lifetime.

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.

Responsibilities:

  • 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
  • Maintain and lead smooth and efficient operations of the Call Center with timely and professional call management and resolution of customer service requests.
  • Significant ownership to help grow the business and be a strong influencer, along with other key leaders, on strategic growth initiatives.
  • Lead 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 the 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 develop 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 the ability to deliver internal capabilities that drive significant improvement in customer satisfaction
  • Inspire change and influence individuals at all levels in the organization
  • Translate business strategies into clear objectives for the team
  • Cultivate development of new and veteran leaders across the department, ensuring proper mentoring techniques are being applied and integrity maintained
  • Forecasting
  • Retain ownership of Call Center team attendance, develop and implement Call Center team schedules to provide required coverage and service for customers

Qualifications:

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

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

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, childbirth 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).