Job description
Manager of Facility Support
About the work
You will create positive brand experiences for existing customers in order to support company expansion goals and reduce the possibility for churn and contraction, maximizing customer retention. You will act as the primary point of contact for third-party contact center support providers. You will troubleshoot concerns that may arise, provide guidance on best practices, and act as the customer voice internally.
- Learn and understand the ins and outs of ShiftKey systems, policies, and procedures
- Owning, managing, and promoting all metrics tied to our facilities
- Provide daily direction, communication, and coaching support to employees so that customer support inquiries are answered in a timely, efficient, knowledgeable manner and with emphasis on quality customer service.
- Monitor calls/digital and reporting tools to observe employee habits, demeanor, technical accuracy, and conformity to company policies.
- Responsible for suggesting and implementing methods to improve area operations, efficiency, and service to both internal and external customers.
- Work on special or ongoing projects that are important to continuous improvement in customer support.
- Identify and implement improvements to processes and procedures to improve departmental efficiency and customer satisfaction.
- Partner with members of ShiftKey’s Operations teams to design and issue training on an ongoing basis.
- Ensure the communication is strong between the customer support and other departments.
- Represent the Customer Service Department as needed on cross-functional partnerships that continually help to improve services provide and increase efficiency
- Drive improvements in customer service and data entry processes, while being able to identify or forecast future bottlenecks and design and implement methods to avoid future issues.
- Can anticipate trends and identify risks while providing solutions for both.
- Performs miscellaneous job-related duties as assigned
Who you are (Minimum qualifications)
- You have a bachelor’s degree in business or related field, or equivalent experience
- You have at least 5-7 years of people management experience in a high volume, multi-channel customer support and/or call center environment
- You have experience managing a third party contact center
- You have experience with chat support
- You have experience with building out IVR flows and best practices
- You have experience leading/coaching on customer service training for your team members
- You have experience and comfort working with phone and digital communication methods at scale
- You are able to interact and communicate with all levels of the organization
- You enjoy a fast-paced, high change environment
- You thrive under pressure
- You are a problem solver
Ideally you also (Preferred qualifications)
- Have working knowledge of Intercom
- Have experience in a tech, software, and/or start-up environment
Doesn’t hurt that we also offer….
- A high growth, friendly and engaging work environment with potential for endless career opportunities
- 100% Employer Paid medical option, plus dental and vision options for election
- 100% Employer Paid life insurance, including short and long-term disability
- 401K with dollar for dollar match up to 6% AND immediate vesting after meeting eligibility
- 12 Company paid holidays
- Free onsite gym
About Us
Founded in 2016, Dallas, TX based ShiftKey is a platform that is completely disrupting the way healthcare facilities typically find licensed and certified professionals to fill available shifts. Leveraging marketplace dynamics and deep industry knowledge, the company is playing a vital role in mitigating America’s healthcare staffing shortages, enabling direct connections between facilities and healthcare professionals. By offering the opportunity to work as much or as little as they choose and putting the power back into the hands of healthcare workers, ShiftKey is bringing more licensed professionals back into the workforce, a solution that is solving a major crisis in healthcare. Since its inception, healthcare facilities have posted more than 35 million hours of shifts on ShiftKey, interacting with hundreds of thousands of professionals looking for flexible work. For more information, visit www.ShiftKey.com
Founded in 2016, Dallas, TX based ShiftKey is a platform that is completely disrupting the way healthcare facilities typically find licensed and certified professionals to fill available shifts. Leveraging marketplace dynamics and deep industry knowledge, the company is playing a vital role in mitigating America’s healthcare staffing shortages, enabling direct connections between facilities and healthcare professionals. By offering the opportunity to work as much or as little as they choose and putting the power back into the hands of healthcare workers, ShiftKey is bringing more licensed professionals back into the workforce, a solution that is solving a major crisis in healthcare. Since its inception, healthcare facilities have posted more than 35 million hours of shifts on ShiftKey, interacting with hundreds of thousands of professionals looking for flexible work. For more information, visit www.ShiftKey.com
#LI-Hybrid
colinoncars.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, colinoncars.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, colinoncars.com is the ideal place to find your next job.