Job description
What you will do...
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Learn and understand the ins and outs of ShiftKey products, policies and procedures.
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Owning, managing, and promoting all metrics tied to contact center agents and 3rd party contact center.
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Provide daily direction, communication, and coaching support to employees so that customer service inquiries are answered in a timely, efficient, knowledgeable manner and with an emphasis on quality customer service.
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Monitor calls/digital and reporting tools to observe employee habits, demeanor, technical accuracy, and conformity to company policies.
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Responsible for suggesting and implementing methods to improve area operations, efficiency, and service to both internal and external customers.
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Work on special or ongoing projects that are important to the contact center’s continuous improvement.
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Identify and implement improvements to processes and procedures to improve departmental efficiency and customer satisfaction.
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Partner with members of ShiftKey’s Operations teams to design and issue training on an ongoing basis.
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Ensure the communication link is strong between the customer care center and other departments.
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Represent the Customer Service Department as needed on cross-functional partnerships that continually help to improve services provided and to increase efficiency.
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Drive improvements in customer service and data entry processes while being able to identify or forecast future bottlenecks and design and implement methods to avoid future issues.
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Can anticipate trends and identify risks while providing solutions for both.
Who you are (Minimum qualifications)...
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5+ years of people management experience in a contact center.
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Experience managing a third-party contact center.
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Experience and comfort working with phone and digital communication methods at scale.
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Needs to be able to work at all levels of the organization.
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Ability to thrive in a fast-paced, high-change environment.
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Works well under pressure.
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Experience in a high volume, multi-channel contact center environment.
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Experience with chat support.
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Working knowledge of "intercom" is a plus.
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Experience with building out IVR flows and best practices.
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Experience leading/coaching on customer service training for your team members.
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Bachelor’s degree in business or related field or equivalent experience.
Doesn’t hurt that we also offer….
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A high growth, friendly and engaging work environment with potential for endless career opportunities
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Employer Paid life insurance, and short/long-term disability insurance
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Voluntary income replacement benefit options for you and your family, and discounts on care for your family pets
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Pre-tax savings options for health and dependent care needs
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401K with match up to 6% (4% safe harbor match, 2% discretionary match) with immediate vesting
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12 Company paid holidays
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Free onsite gym
#LI-Onsite
About Us
Founded in 2016, Dallas, TX based ShiftKey is a platform that is completely disrupting the way healthcare facilities typically 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 America’s 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. Since its inception, healthcare facilities have posted more than 35 million hours of shifts on ShiftKey, interacting with hundreds of thousands of professionals looking for flexible work. In addition to Dallas, TX, ShiftKey has offices in Austin, TX and Warsaw, Poland. For more information, visit
www.ShiftKey.com
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