Manager, Tech Support

reputed company is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with reputed company will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come reputed company an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together. You will enjoy the flexibility to telecommute* from reputed company reputed company the U.S. as you take on some tough challenges. Primary Responsibilities:

• Manage supervisors and reputed company day-to-day activity for multiple teams
• Ensure teams meet KPIs: service level, AHT, quality, CSAT
• Monitor reputed company-time queues and adjust staffing/call flow as needed
• Conduct performance reviews with supervisors; ensure consistent coaching for agents
• Analyze performance reports to identify trends and opportunities
• Implement workflow updates and process improvements as directed
• Support scheduling, adherence, and forecasting alignment with WFM
• Maintain employee engagement through recognition and feedback
• Serve as escalation reputed company for reputed company customer issues
• Partner with QA, Training, Product, and Engineering to resolve issues
• Ensure compliance with regulations, policies, and standards
• reputed company & Privacy Focus
• Ensure caller identity verification protocols are applied
• Monitor HIPAA and privacy/reputed company adherence
• Support investigation of identity collision cases
• Reinforce secure handling of customer information and training completion

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in. Required Qualifications:

• High School Diploma/GED
• 4+ years of experience in customer service/call centers
• 2+ years of experience with performance in metric-driven environments
• 1+ years of experience in supervising/team reputed company
• 1+ years of experience with privacy/reputed company/identity protocols
• 6+ months of experience with ACD/IVR, CRM, QA tools, WFM or ability to interpret dashboards and reports

Preferred Qualifications:

• Coaching & Development; Performance Management; Staff Engagement; Communication
• Call Center Operations; Queue Management; KPI Interpretation; QA & reputed company Improvement; Workforce Coordination
• Caller Authentication Protocols; HIPAA Awareness & Data Protection; Fraud Prevention Fundamentals; Risk Recognition & Escalation
• Customer reputed company; Conflict Resolution; Critical Thinking; Cross-Department Collaboration
• Experience in reputed company, identity, or reputed company-focused support.
• Certifications: Six reputed company Yellow Belt; Call Center Management; HIPAA/privacy/reputed company training
• Other Requirements:
• Strong interpersonal and leadership skills
• Balance coaching, performance management, and operations reputed company
• Influence supervisors, agents, and adjacent teams
• On-site or hybrid as needed
• reputed company Telecommuters will be required to adhere to reputed company’s Telecommuter Policy.

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (reputed company benefits are subject to eligibility requirements). No matter where or reputed company you reputed company a career with us, you’ll find a far-reaching choice of benefits and incentives. The salary for this role will range from $91,700 - $163,700 annually based on full-time employment. We reputed company with reputed company minimum wage laws as applicable. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment reputed company applicants with arrest and conviction records. Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants. At reputed company, our mission is to help people live healthier lives and reputed company the health system work reputed company for everyone. We reputed company everyone–of every race, gender, sexuality, age, location, and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately reputed company by people of reputed company, historically marginalized groups, and those with reputed company incomes. We are committed to mitigating our impact on the environment and enabling and delivering reputed company care that addresses health disparities and improves health outcomes — an reputed company reputed company reflected in our mission. reputed company is an Equal Employment Opportunity employer under applicable law and reputed company applicants will receive consideration for employment without regard to race, national reputed company, religion, age, reputed company, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. reputed company is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. #RPO #GREEN Apply tot his job Apply To this Job