Director, Client Services

POSITION SUMMARY:

The Director, Client Services is responsible for hiring, coaching, motivating, and training a team of remote Client Services Agents in providing excellent customer service in a call center environment to our users via phone and emails. This position will be focused on achieving performance metrics and continuous improvement of processes and skills in order to deliver high quality customer service.

RESPONSIBILITIES:

• Manage the incoming call center support tickets (Hubspot) and incoming phone calls (Aircall) for timely and accurate team responses as well as future technologies focused on improving client service SLAs
• Conduct capacity planning and gap assessments
• Develop training material and facilitate employee training on FitOn Health systems and customer service best practices
• Ensure client SLAs are met or exceeded
• Monitor systems performance and identify system improvements as needed
• Conduct onboarding for new Client Services Agents as well as external vendors
• Perform various forms of quality auditing to confirm call center representatives are adhering to training
• Set bi-weekly schedules to ensure appropriate levels of customer support.
• Monitor headcount needs and participate in the recruitment process.
• Manage time off requests in the HR system. Approve employee hours for biweekly payroll
• Create and update call scripts as needed in order to ensure accurate information is given to users.
• Monitor and evaluate employee’s performance, providing learning and coaching opportunities, and taking corrective action, when needed
• Lead the development and implementation of call forecasting and projection models, leveraging data analytics to optimize resource allocation and ensure efficient handling of call volume
• Identify call center operational issues and actively participate in improvement efforts
• Ensure employees comply with all company policies, practices, and procedures
• Manage and mentor Team Leads so that they can effectively run the team, give performance assessments to their direct reports, manage scheduling, and more
• Ensure employees handle customer personal information, including PHI, with the appropriate level of sensitivity and confidentiality, complying with all state and federal requirements
• Support employees with difficult situations or client issues and handle escalated calls as needed
• Responsible for preparing reports and performance metrics, as outlined by the VP or Operations
  
  

EXPERIENCE/QUALIFICATIONS:

• Bachelor’s degree in business or a related field of study required
• 5-7 years experience in a managerial role in a high volume call center
• Medicare and healthcare call center experience a plus
• Excellent written and verbal communication skills, including the ability motivate team
• Ability to be a self starter, work with little supervision
• Strong analytical skills with the ability to translate complex quantitative and qualitative data into actionable plans
• Ability to work in a fast-changing environment with shifting priorities
• A passion for solving tough problems and proposing elegant solutions
• Extensive knowledge of CRM and experience required, Hubspot experience a plus
  
  

WHAT YOU GET:

The chance to work in a relaxed, yet goal-driven start-up culture with a passion for fitness

FitOn Health Credits to attend fitness classes & Access to FitOn Pro

Chance to work remotely with flexible scheduling

Health Insurance & Other Benefits

Generous Time Off Policy

At FitOn Health, We are committed to fair, equitable, and competitive compensation. The base salary for this position is $100,000-$135,000. During the interview process, total compensation will be determined in alignment with market data, and the experience & capabilities of each candidate.

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