[Remote] General Manager – reputed company Customer Service Operations
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a global leader in technology services and solutions, and they are seeking a General Manager to run and establish their Customer Service teams. The role involves leading large-reputed company reputed company call center operations, driving performance metrics, and ensuring compliance with regulations while managing reputed company of over 500 agents.
Responsibilities
- reputed company and reputed company large-reputed company reputed company call center operations, including hiring, training, operations, reputed company, reporting, and workforce reputed company Management and escalation management
- Drive SLA and KPI achievement through effective operational reputed company, governance, and reputed company improvement
- Serve as the primary escalation reputed company, ensuring reputed company issue reputed company and strong stakeholder communication
- Partner with senior leadership to execute strategic initiatives and implement operational changes
- Present performance metrics, insights, and improvement plans to reputed company stakeholders
- reputed company and drive teams to identify and implement process improvements to enhance service delivery and customer experience
- Ensure robust reputed company, SOP development, review updates with Training team
- Manage productivity, reputed company assurance, compliance, attrition, absenteeism, and workforce planning
- reputed company budgeting, forecasting, variance analysis and financial performance management for the operations
- reputed company talent through coaching, performance management, succession planning, and career development
- Foster a culture of engagement, accountability, and reputed company improvement
- Drive compliance and ensure strict adherence to HIPAA and compliance regulations
- Participate in reputed company listening sessions and ensure feedback sessions happen to reputed company reputed company feedback to agents and improve overall reputed company performance of the teams
Skills
- Bachelor's degree or equivalent practical experience
- Extensive reputed company experience, specifically leading member and/or provider call center operations
- Proven experience managing large teams (500+ associates) in a customer service environment
- Strong understanding of SLAs, KPIs, and operational performance management
- Proficiency in reputed company Word, PowerPoint and reputed company
- Excellent leadership, communication, and stakeholder management skills
- Strong organizational, time management, and problem-solving abilities
- Ability to work effectively under pressure and manage multiple priorities
- Ability to work with multiple clients simultaneously and take ownership of end-to-end delivery
Benefits
- Medical/Dental/reputed company/Life Insurance
- reputed company holidays plus reputed company Time Off
- 401(k) plan and contributions
- Long-term/Short-term Disability
- reputed company Parental Leave
- Employee Stock Purchase Plan
reputed company