OPERATIONAL PERFORMANCE MANAGEMENT

• Develop and manage performance by tracking and reporting on key metrics, including:
• Team and individual utilization and fill rates
• Service quality indicators (SLA, abandonment, fill rates, errors and omissions)
• Patient and Provider satisfaction metrics
• Develop and oversee staff schedules to ensure proper coverage and load balancing
• Monitor timecards and manage overtime
• Lead quality assurance efforts with systematic call monitoring and scoring
• Conduct regular one-on-one coaching sessions and team meetings to provide feedback, set goals, and encourage professional development.
• Support for budget management and reporting processes

ROLE OVERVIEW:

The Customer Service Manager drives excellence in customer service operations, team performance, and efficiency. This position requires a strategic approach to team management, quality assurance, and continuous improvement within a customer-centric environment.

KEY RESPONSIBILITIES:TEAM DEVELOPMENT & LEADERSHIP

• Lead recruitment activities to build a high-performing customer service team
• Design and implement training programs to enhance team capabilities and ensure quality
• Cultivate a culture of accountability, customer-centricity, and continuous improvement
• Conduct regular performance evaluations, providing actionable feedback and setting professional development goals
• Manage and provide direct support for urgent prescription-related issues and escalations
• Foster a positive work culture through engagement initiatives, team-building activities, and employee recognition programs