Customer Service Manager

Promotes proactive member’s and employee’s engagement. Requires advanced knowledge of work area or section of work and other key departments. Liaison with other areas of the organization to facilitate the relationship between operational and strategic areas and goals of the organization. Develop and implement customer service and engagement ensuring prompt resolution of problems and promoting member engagement towards members’ needs through the prompt, accurate, and courteous resolution of inquiries. Promotes raise the bar performance vision. ESSENTIAL DUTIESImprove customer’s experience and satisfaction. • Develop standard work processes and behaviors for all the regions. • Develop plan to improve voice of customer (VoC) findings and Customer Experience projects. • Facilitate the adequacy of the conditions and environment of the facilities as well as the availability of the systems and operational tools to evolve and support the corporate goals and objectives. • Establish collective goals and oversees programs, integrating and coordinating activities. • Prepare and complete action plans to address compliance with business processes, metrics, and operational requirements, including financial budgets. • Create, prepare, and provide reports regarding the activities, performance indicators and regulatory agencies. • Prepares production reports, statistics and presentations when required. • Design and manage recognition program and oversight of people performance, issues resolutions and procure good working environment. • Improves customer service and quality results; establishing and communicating service metrics; monitoring and analyzing operational and customer’s feedback and surveys results and implementing changes. • Provide recommendations to achieve the Division’s and Company’s goals. • Hires, trains, coaches, counsels, motivates, and evaluates the performance of direct reports. Establishes disciplinary actions when necessary and promotes employee performance recognition when applicable. • Conduct performance evaluations and disciplinary actions if necessary. • Responsible for preparing, assigning tasks, monitoring workflow and monitor day to day execution and employee activities. • Other tasks as assigned by the Management and that are essential. REQUIREMENTSBachelors Degree in Business Administration or related area with five (5) to seven (7) years of experience in a position, preferable in the HealthCare industry.