Customer Support Sr Manager

Job Category:Customer Services Primary Location:USA-MD: MARYLAND-WOODLAWNSchedule:Full-time Job Type:Standard Employee Status:Regular Yes, 25 % of the Time Job Posting: 2008-09-02Description: Essential Job Functions Must be dedicated to the Medicare lones of business and is not required to be fully dedicated to the AB/ MAC contract.Establishes operational procedures and processes to ensure cost-effective and efficient processes; develops necessary reporting mechanisms to communicate performance to management and clients. Conveys customer feedback to product development staff in order to continuously improve client satisfaction. Manages customer support staff for products: Schedules staff to adequately handle call volume at any point in time. Monitors progress and number of telephone calls made. Manages personnel activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.). Manages customer support functional activities for products, and contributes to overall service profitability by efficiently using staff and systems in the customer support area. Develops methods to improve quality and responsiveness of customer support staff and resources. Develops methods to improve interaction and service between customer telephone support and other functional areas of company. Contributes to overall service revenue by generating new and creative ideas to sell add-on services. Promotes sales of various service options. Selects and hires employees. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions. Motivates and rewards employees including providing salary increases, bonuses and promotions within allocated budgets and company guidelines. Prepares, recommends and oversees development of operating and personnel budgets. Monitors spending for adherence to budget plans, develops and recommends variances. Performs and/or oversees budget analysis. Responsible for streamlining and improving customer service process by improving online system and experience, ensuring quality communications with users, modifying automated service as needed and refining process and timeliness of responses. Basic Qualifications Must have a minimum of 2 years experience as manager of a customer service unit. Preferably the experience will have focus on the handling of Medicare provider customer inquiries/questions of those customers. Bachelors degree from an accredited college/university and related training in the area of customer service. Work experience may be substituted for the Bachelor's degree with a minimum of four years of work experience required. Master's degree or equivalent combination of education and experience Master's degree in business management, computer science or related field preferred Twelve or more years of customer service or other telephone operations experience Nine or more years of supervisory or management experience included Experience working with the company's products and systems Experience working with all customer support areas Experience working with fax machines, computer software, and telephone technology Other Qualifications Strong business and analytical problem solving skills Strong communication skills Strong ability to multi-task and work independently Strong ability to establish priorities and objectives for operation with limited direction Remote Work Location Authorized:Yes Relocation Assistance:Not AvailableClearance Level:None Create Success