The Performance Manager is primarily focused on coaching, development, quality and production of their Member Care team.
Responsibilities:
- Inspire exceptional performance by directly managing team of Member Care Representatives
- Ensure compliance and quality assurance standards of team are met.
- Coach and support team with a goal of continuous growth and skill improvement
- Motivate and inspire Member Care Representatives to meet and exceed key performance metrics.
- Participate in the hiring and development of new Member Care colleagues.
- Lead performance management for colleagues on the assigned team.
- Other duties and projects as assigned.
Qualifications:
- Exceptional communication and people skills
- Drive and motivation to maintain and increase production levels and maintain quality and customer satisfaction.
- Extensive experience directly managing and coaching Member Care Representatives or other professionals in a related industry.
Required and/or Preferred Education and Experience:
- Expertise launching and growing new teams and/or programs
- 2+ years call center leadership experience
- 1+ years of experience in a direct supervisory or leadership role
- Extensive experience directly managing and coaching customer service colleagues or other professionals in a related industry
Job Type: Full-time
Pay: From $50,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- Weekends as needed
Travel requirement:
Experience:
- Leadership: 2 years (Preferred)
- call center leadership: 2 years (Required)
Work Location: Remote