Customer Care Manager

Customer Care Manager - Lenexa, KS, Monday to Friday, 8:00 AM to 5:00 PM, with rotational weekends

Pay range: $86,350+ per year

Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

Benefits Information:

We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects - physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:

*Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours

*Best-in-class well-being programs

*Annual, no-cost health assessment program Blueprint for Wellness

*healthyMINDS mental health program

*Vacation and Health/Flex Time

*6 Holidays plus 1 "MyDay" off

*FinFit financial coaching and services

*401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service

*Employee stock purchase plan

*Life and disability insurance, plus buy-up option

*Flexible Spending Accounts

*Annual incentive plans

*Matching gifts program

*Education assistance through MyQuest for Education

*Career advancement opportunities

*and so much more!

Provide strategic leadership to ensure that a robust, cost effective Customer Service Center environment is established and maintained. Direct, monitor, and manage all service delivery activity and support functions performed in the Customer Service Center, which includes Supervisors and Customer Care Representatives. Determine operational strategies by conducting needs assessments and cost/benefits analyses; identify, plan, and control implementation. Make recommendations for Customer Service Center operations to provide Performance Excellence. Approximate Span of Control is 1:100.

• Manage process improvement for Customer Service Center production and quality. Collaborate with peers, IT, Facilities, Data Management, System Administrators, etc. to build relationships and problem-solving processes that are seamless to clients.
• Accomplish service center human resource objectives by hiring, training, assigning, coaching, and disciplining employees; administer scheduling activities; communicate job expectations; plan, monitor and review job contributions; plan and review compensation actions.
• Meet departmental objectives for overtime control and employee retention.
• Contribute information and analysis to organizational strategic plans and reviews.
• Maintain professional and technical knowledge by tracking emerging trends in Customer Service Center operations.
• Ensure smooth transition to the support team for all production releases; and provide technical support expertise as required by the support team.
• Review and meet Customer Service Center financial objectives by review revenue and expense statements.
• Make necessary changes in staffing based on day of the week, sales promotion and other anticipated events.
• Coordinate with Data Management team and Management to analyze on an ongoing basis to include; volume forecasting, workload capacity, staffing preparation, Customer Service Center performance reports including collecting and summarizing data and trends.
• May perform other duties as assigned.

Education

• Bachelor's Degree Clinical Laboratory, Business, or Related Experience (Required)