Public Consulting Group

Customer Service Manager

Job Locations US-NH-Portsmouth | US-ME-South Portland | US-Home or Remote Position
Posted Date 1 week ago(6/8/2021 9:27 AM)
Job ID
2021-6692
# of Openings
1
Category
Customer Service/Support
Type
Regular Full-Time
Practice Area
Health Services

Overview

About Public Consulting Group

Public Consulting Group, Inc. (PCG) is a leading public sector  solutions implementation and operations improvement firm that partners with health, education, and human services agencies to improve lives. Founded in 1986 and headquartered in Boston, Massachusetts, PCG has over 2,500 professionals in more than 60 offices worldwide. PCG’s Health practice offers in-depth programmatic knowledge and regulatory expertise to help state and municipal health agencies respond to regulatory change, improve access to health care, maximize program revenue, improve business processes, and achieve regulatory compliance. Using industry best practices, PCG’s Health team helps organizations deliver quality services with constrained resources to promote improved client outcomes. To learn more, visit http://www.publicconsultinggroup.com/health/.

Responsibilities

 

  • Plans, organizes and prioritizes departmental goals and workload as assigned.
  • Supervises Call Center Supervisor personnel, and provides oversight on team operations, schedules and deliverable production.
  • Maintains adequate staffing to deliver consistent, timely and accurate service to customers per forecasted call volume.
  • Establishes and maintains superior relationships with staff at other locations.
  • Models positive behaviors, mentor staff and ensure consistent adherence to quality assurance measures.
  • Responsible for learning Program Rules of assigned projects to ensure ability to respond to Customer Service inquiries.
  • Responsible for developing excellent working knowledge of operating platforms required to fulfill job responsibilities.
  • Analyzes, interprets and reports program performance, as well as develop & execute action plans,
  • Assists customers calls escalated to managerial level, confirm all complaints responded to per contract requirements
  • Coaches and motivates staff to meet growth and leadership opportunities.
  • Monitors quality and productivity of teams and provides feedback in a positive and proactive manner.
  • Ensures all employees are trained to perform job functions, while facilitating refresher training as needed.
  • Works with all other operational areas to ensure timely resolutions to internal and external customer inquiries.

 

Qualifications

Required Skills:

  • Excellent interpersonal skills with the ability to establish relationships with co-workers, all levels of management and outside clients.
  • Strong analytical and problem solving skills
  • Excellent planning and organizational skills to balance and prioritize work
  • Ability to manage time effectively in a fast-paced environment
  • Ability to effectively problem-solve in tense, stressful situations
  • Five9 Call Center Software experience preferred

Qualifications:

 

Education:   Bachelor's degree or equivalent, or equivalent experience required

 

Experience: 3+ years progressive customer service experience, 1+ years prior supervisory experience, with multiple reports, experience managing front-line supervisors, experience managing remote sites preferred

 

EEO Statement

Public Consulting Group is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PCG, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PCG will not tolerate discrimination or harassment based on any of these characteristics. PCG believes in health, equality, and prosperity for everyone so we can succeed in changing the ways the public sector, including health, education, technology and human services industries, work.

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