Manager, Provider Services
Manager, Provider Services
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Salary Not Disclosed
1 Vacancy
Job Description
About ShiftKey
ShiftKey is a platform that is disrupting the way healthcare facilities 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 Americas 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. For more information visit.
The role
The Manager Operations Support creates positive brand experiences for ShiftKey marketplace users. Providing timely and complete resolution of a variety of support cases and operational tasks. Excellent communication and organizational skills are a must as this individual interfaces with internal stakeholders and external vendors. Additionally this role directly manages the relationship with our BPOs providing frontline customer service.
Where youll work
This is a hybrid role in Irving Tx office and requires inoffice collaboration.
What you will be doing:
Responsible for the leadership and supervision of a team of specialists that provide ongoing marketplace service and support.
Manages daytoday relationship with BPOs including enforcing adherence to our SLAs enhancing the provider experience and driving operational efficiencies
Leads manages and coordinates department functions to achieve desired results and performance.
Understands brand policies and guidelines in order to effectively analyze and resolve customer issues.
Works with other departments/teams within the organization such as sales accounting and product to keep open lines of communication and to capitalize on opportunities or solve problems as they arise.
Ensures that staff have the resources and tools needed to effectively research issues identify customer needs and provide accurate information and solutions
Provides daily direction communication and coaching support to employees .
Monitors team and individual performance metrics providing guidance coaching and timely feedback to drive efficiency accuracy and productivity.
Identities and suggests process improvements to drive departmental efficiency and customer satisfaction.
Keeps the Director informed of operational issues concerns and status of work projects and assignments; seeks and implements feedback.
Regularly demonstrates professional demeanor diplomacy respect and tact.
Carries out other project assignments and duties as assigned.
What youll need:
Bachelors degree or equivalent experience.
5 years of people management experience in a high volume multichannel customer support and/or call center environment.
Experience managing a thirdparty contact center
Experience with chat email & phone support
Experience with building out IVR flows and best practices
Experience leading/coaching on customer service training for your team members.
Experience and comfort working with phone and digital communication methods at scale.
Ability to interact and communicate with all levels of the organization.
Enjoys a fastpaced high change environment.
Thrives under pressure
Problem solver
Working knowledge of Salesforce and Google Workspace preferred
Previous experience in a tech software and/or startup environment preferred
#LIHybrid
#LIJM1
Perks of working for Shiftkey:
Inclusive and collaborative work environment
Office spaces making the hybrid work environment fun and engaging
Comprehensive health vision and dental coverage
Benefits effective as of first day
Progressive PTO & Companypaid holidays with a broad selection of floating holidays to honor employees diverse needs
100% 401(k) employer match up to 6%
Paid parental leave
Investment in your wellness: access to mental health support
Our Commitment to Diversity
ShiftKey is an equal opportunity employer and is committed to embracing diverse and individual perspectives shaping our culture and contributing to the solutions that transform the world. We actively work to create an inclusive environment for employees to thrive.
EEO Statement
ShiftKey does not discriminate based on race religion color sex gender gender identity sexual orientation age nondisqualifying physical or mental disability national origin veteran status or any other basis covered by applicable law. All employment is decided based on qualifications merit and business needs. ShiftKey is committed to providing reasonable accommodation to applicants with a mental or physical disability please contact:
Required Experience:
Manager
Employment Type
Full-Time
