Description
This role will manage operational systems and processes that support an expanding omni-channel support and customer success function across multiple geographical markets. This role will report to the SVP of Customer Success.
You will be Responsible For:
Developing and implementing a strategy, plan, and KPIs for operations and international expansion
Developing forecasting models that track the actual performance against model predictions
Managing capacity to ensure optimal staffing levels for each channel and market
Managing external vendors and internal partners that provide systems to support and optimize customer success functions.
Identifying and working cross-functionally to automate processes
Removing obstacles to delivering consistently high levels of service
Managing projects to launch services in new emerging markets
Managing RFP’s to select new vendors required for new emerging markets
Requirements
5 years of experience with operational management of call centers, ideally within the Healthcare industry.
Experience configuring and managing call center management systems
Experience with interaction forecasting, capacity, and workforce management
Strong analytical and data management and reporting skills
Experience with operations across multiple geographical markets
Benefits
Work alongside & learn from best-in-class talent
Join a market leader within the Insurance space
Attractive Salary & benefits
Unlimited leave days
Free office lunch
Fantastic work culture
Work and learn from some of the best in the industry
Great work-life balance