GreenSky Administrative Services LLC

  • Front Line Manager- Patient Solutions

    Job Location(s) US-GA-Atlanta
    Posted Date 6 days ago(9/11/2019 10:04 AM)
    Job ID
    2019-4011
    # of Openings
    1
    Category
    Customer Service
  • Overview

    GreenSky Patient Solutions is looking for a Customer Service and Support Front-Line Manager to join the fastest growing line of business currently within GreenSky. The right person balances GSPS’ customer support strategy, with performance management, employee engagement and surpassing departmental expectations. This person should be a dynamic, goal-oriented leader who challenges and inspires other leaders within their organization to excel as well as working to develop our next line of leaders. A customer-first mindset is critical for this role.

    In this role, the FLM plays a key mentorship role to service and support personnel by assisting in the execution of their daily duties upon request, ensuring constant sharpening of their skills. The right person will align the team’s values while inspiring confidence and generating excitement, enthusiasm and commitment to GreenSky’s goals.

    Duties & Responsibilities

    • Develop, manage and coach teammates to build successful teams that deliver an exceptional customer experience
    • Use operational reports to make data-driven decisions around performance management, coaching, career pathing and development of the Customer Service Representative on your team
    • Collaborate with other managers to establish and build SOPs for existing processes and procedures
    • Ensure that the GSPS subscription model for performance reviews and feedback is delivered to all employees to ensure a highly engaged workforce
    • Maintain and execute new employee onboarding initiatives to enhance the career pathing
    • Deliver world-class customer service through monitoring and coaching teammates
    • Promote employee engagement
    • Delivery of service level, coaching, budget (overtime, handle time, etc.) and other key metrics
    • Ensure Attendance and Adherence expectations are met
    • Partner with workforce planning teams to deliver timely customer support with the right amount of staff
    • Partner across teams and departments for process improvement
    • Monthly and yearly goal setting with peers
    • Participate in and lead customer experience calibration sessions
    • Conduct regular evaluations and provide performance and behavior feedback to teammates
    • Compliance to Key Controls, timekeeping and other policies
    • Demonstrate and model GreenSky behaviors
    • Execute leadership strategies and tactics

    Required Skills/Qualifications

    3-5 years of multi-channel contact center management experience (Customer Service strongly preferred), with proven leadership track record and verifiable history of managing successful, high-volume teams
    • Must be comfortable adapting to rapidly shifting goals, and willing to 'roll up your sleeves' to solve a variety of challenges
    • Proven coaching skills that can impact both front-line agents and floor leadership
    • BS/BA degree or equivalent experience preferred
    • Strong computer and internet proficiency in a technology-driven environment
    • Proficiency in MS Office suite
    • Outstanding oral and written communication skills, and comfortability and ease in presenting information to a group
    • Ability to manage through indirect authority and matrixed organization structures
    • Flexibility in scheduling to adapt to business needs and team dynamics.

     

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