13 дней назад
Customer Service Manager (Healthcare)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Customer Service Manager (Healthcare): Leading a non-technical customer support team in Bahia Blanca with an accent on performance management, shift coverage, Salesforce case quality, and cross-functional escalations. Focus on coaching direct reports, maintaining SLA and backlog standards, building KPI reporting, and managing staffing redundancy across shifts.
Location: Bahia Blanca, Argentina. Work shift: Monday to Friday, 12:00–21:00 ART.
Company
provides virtual care services and works to expand access to healthcare.
What you will do
- Lead the non-technical customer support team, owning performance, workload distribution, shift coverage, and SLA adherence.
- Coach direct reports, provide performance feedback, support development planning, and contribute to hiring and onboarding.
- Handle complex customer cases, executive-level disputes, staffing-floor breaches, and escalations.
- Monitor Salesforce case categorization, routing accuracy, SLA compliance, and backlog aging.
- Prepare KPI summaries and performance reports for leadership, identifying staffing risks, backlog trends, and SLA misses.
- Coordinate training, backup coverage, cross-shift cross-training, and escalation protocols with Billing/Finance, Product/Engineering, and Sales/Account Management.
Requirements
- Bachelor's degree in a related field, or 5+ years of progressive managerial experience in customer service or customer operations.
- 5–7+ years of customer service or customer operations experience, including 1–2+ years of direct people leadership.
- Experience coaching, developing, and managing the performance of a team of 3–8 or more.
- Advanced Salesforce proficiency and the ability to build and present KPI reports.
- Strong scheduling, workforce management, shift coverage, and redundancy planning skills.
- Excellent communication, stakeholder management, conflict resolution, and escalation management skills.
Nice to have
- Experience with reporting or analytics tools such as Power BI.
Culture & Benefits
- High-performance environment focused on improving access to care.
- Opportunities for career growth, leadership, and professional development.
- Inclusive workplace that values diverse perspectives and fresh ideas.
- Benefits program designed to support employees and their families.
Hiring process
- Identity and credential verification.
- Live or video interviews.
- Fraud and misrepresentation screening; falsified information leads to disqualification.
Будьте осторожны: если работодатель просит войти в их систему, используя iCloud/Google, прислать код/пароль, запустить код/ПО, не делайте этого - это мошенники. Обязательно жмите "Пожаловаться" или пишите в поддержку. Подробнее в гайде →
Музыка
Осень
Поддержка