30 days old

eConnect Team Manager

Vetsource
Portland, OR 97220
  • Job Code
    125455064

The eConnect Team Manager is responsible for planning, managing and directing the activities of the eConnect Team Call Center. The Manager monitors, delivers and maintains the best possible high-standard level of service to all external and internal customers, and is responsible for all eConnect Team activities which include: customer inquiries, complaints, appeals, policies and procedures, and compliance with State and Federal regulations. The Manager is passionate about coaching and developing people, building relationships, and creating an exceptional customer experience.

Essential Duties:

  • Engage employees by building trusting relationships and creating a fun working atmosphere based on Vetsource core values.
  • Oversight of all activities for the eConnect Team: assist and manage employee hiring, disciplinary action, and terminations as necessary in cooperation with Human Resources and Director of Customer Support.
  • Train, coach, and mentor eConnect leadership in goal and benchmark setting, employee development, communication and leadership growth.
  • Utilize call center reporting, trending, and on-going analysis in supporting team goals and organizational expectations.
  • Ensure adherence to policies and procedures related to the team's activities. Provide annual review of existing policies and procedures to ensure continued relevancy.
  • Facilitate regular meetings with eConnect staff, including both individual as well as team meetings.
  • Collaborate with eConnect trainers to guide development and implementation of agent training programs as well as ongoing and refresher training programs.
  • Manage team competencies and activities to optimize and sustain partner relationships, performance, profitability, and cost controls.
  • Participate as a member of the Vetsource management team.
  • Reconcile call center data, prepare and deliver team and individual agent performance progress reports for Director of Customer Support.
  • Manage day-to-day decision making related to discretionary budgetary items. Report budget concerns to the Director of Customer Support.
  • Create career development opportunities for staff to foster professional growth and bolster retention.
  • Accomplish call center human resource objectives by working with the HR department to select, orient, train, assign, coach, counsel, and discipline employees.
  • Perform any reasonable work requested that falls within the qualification but not specifically described as determined by the Director of Customer Support, VP of Operations, and Company Executives.

ORGANIZATIONAL RESPONSIBILITY STATEMENT

In addition to the job-specific responsibilities listed above, all employees are expected to support and model Vetsource's Core Value Principles: Do the right thing every time; Treat others the way they want to be treated; Embrace Change; Be innovative; Get it done; Work hard, have fun! Employees will be held accountable for knowledge and effective application of these principles.

Experience and Qualifications:

  • Have a genuine passion for providing excellent customer service.
  • Possess excellent customer service skills with the ability to effectively diffuse and resolve eConnect partner complaints.
  • Be innovative and embrace change.
  • Must be team-oriented, possess a positive attitude and work well with others.
  • Demonstrate de-escalation skills.
  • Exhibit a willingness to consistently take on new challenges.
  • Must be able to make sound, data-driven decisions and know when to ask their manager for assistance.
  • Must be innovative and have the ability to recognize and offer solutions for department efficiencies.
  • Facilitate process improvement projects with the team based on sound data analysis.
  • Proven ability to lead teams towards organizational goals with successful outcomes.
  • Strong communication and interpersonal skills with the ability to effectively listen and objectively communicate information in a clear, calm, and concise manner.
  • Strong conflict resolution skills.
  • Ability to partner with other team managers to identify and assist in enhancing departmental processes and procedures
  • Strong organizational and time management skills with ability to work independently.
  • Excellent writing skills with great attention to detail.
  • Self- motivated with a strong desire to learn new products and technologies.
  • Ability to work in a fast-paced, rapidly changing environment, with the ability to multitask.
  • Excellent computer skills are required; experience using email, instant message, Google suite, Microsoft Excel, Microsoft Word, as well as the ability to learn how to navigate unfamiliar systems or programs quickly.
  • Ability to use multiple computer programs at once.
  • Attention to detail and accurate data entry in a fast-paced environment.

Supervisory Responsibilities:

  • Oversight of all activities for the eConnect team, including coaching, mentoring, motivating and retaining staff.
  • Meet regularly with staff.
  • Provide staff with consistent feedback regarding performance metrics to include professional development, corrective action, and progressive discipline.
  • Ability to work flexible hours including overtime as necessary to meet quotas and guide team.

Direct Reports: eConnect supervisors

Indirect Reports: eConnect representatives

Education/Experience:

  • Five to seven years of customer service experience
  • One to three years of management experience, preferably in a call center setting.
  • Bachelor's Degree in Business Administration, Business Management or equivalent job related experience.

Preferred Qualifications:

  • ???????Veterinary experience
  • Pharmacy experience
  • Bilingual

Working Conditions:

  • Environment where dogs are present.
  • Working at a computer for long periods of time
  • Some telecommuting possible

Note: The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.



PI125455064

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Posted: 2020-10-30 Expires: 2020-11-30

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eConnect Team Manager

Vetsource
Portland, OR 97220

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