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Consumer Support Manager

Las Vegas, NV

Rally Health is looking for amazingly awesome Consumer Support Manager! Rally Health is taking the industry by storm, and changing the way people view customer service in healthcare! In short, we have tons of fun, we’re highly energetic, and we LOVE to help people!

Why join Rally? On top of an awesome work atmosphere and a chance to help people change their lives, we offer very competitive pay, an extensive benefits package for all full-time employees - including medical, dental, vision and 401(k)! Oh, and did we mention catered lunches along with drinks/snacks while you’re at work, as well as the opportunity to be a part of one of the coolest companies around?

  • Would serve as a full time contact center manager for a team of 20 team members and 2 leads
  • Absorb work that’s currently on our HR Business Partner's plate
  • Tier 2, QA, and Scheduling will all be handled out of our Denver office
  • Short-term, Chicago is serving as a redundancy plan
  • Long-term, we're looking to potentially put a contact center in a less expensive city, so this person would have first dibs at leading that site.

General Description:   

Provide day to day leadership, support, supervision and direction to the Call Center team’s reliable, predictable high quality service desk standards to the company and its customers. Responsible for ensuring the team has what they need to troubleshoot and resolve service calls on the phone and by email, through utilization of knowledge and troubleshooting databases or dispatch a tier 2 agent as needed. Maintain and manage smooth and efficient operation of the Call Center with timely and professional call management and resolution of customer service requests.

Job Functions:

  • Ownership of scheduling - Monitor call queues to meet performance standards and service levels for remote network resolution and timely technician dispatch
  • Ensure standard telephone techniques are used by the Call Center team by monitoring calls and emphasizing professional customer service
  • Ensure proper service request documentation and management by the Call Center team
  • Maintain ownership of Call Center team attendance, develop and implement Call Center team schedules to provide required coverage and service for customers
  • Ownership of Payroll - maintain process and oversee final approvals, ensuring individuals are paid correctly and on-time
  • Provide support and coaching for the Call Center team to respond to service requests with accurate and timely solutions on a day to day basis
  • Be the escalation point for Tier 1 and Tier 2 to resolve day to day challenges for Call Center team and customers
  • Demonstrate a high level of professionalism and efficiency to minimize employee anxiety and maximize customer satisfaction
  • Run reports, track data and report to Execs as required
  • Support and assist team members and other internal entities as needed
  • Other duties as assigned

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

  • Analytical - Processes complex or diverse information
  • Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics
  • Technical Skills - Strives to continuously build knowledge and skills
  • Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
  • Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions
  • Leadership – Leads by example and accepts feedback from others
  • Ethics - Treats people with respect; Keeps commitments; Works with integrity and ethically; Upholds organizational values
  • Organizational Support - Supports organization's goals and values
  • Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions
  • Motivation - Demonstrates persistence, overcomes obstacles and strives to increase productivity and work under deadlines
  • Adaptability - Adapts to changes in the work environment; Changes approach or method to best fit the situation
  • Initiative – Self-motivated and takes advantage of opportunities to work independently
  • Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness

Knowledge and Skills:

  • People Management and Development
  • Proven Leadership skills
  • Computer skills including Microsoft Office Products
  • Excellent written and verbal communication skills
  • Attentive to details and highly organized
  • Critical thinking skills to assist in problem solving
  • Ability to handle more than one responsibility at a time

Experience Requirements:

  • BA/BS degree or equivalent practical experience
  • Over 5 years of service desk or call center management experience
  • Experience in direct supervision of a team of 10 or more team members
  • Excellent telephone skills and Customer Service skills are mandatory to win customer trust and resolve service calls remotely.
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).


Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.