Manager - Exchange Support

Role Summary-

The Manager of Exchange Customer Care is responsible for overseeing the daily operations of the GHX Exchange customer care team, which includes Customer Support Analysts and Business Analysts. The primary objective of the role is to ensure that the Customer Care team is well equipped and has clear direction for meeting the critical KPI’s which include: Customer Satisfaction, Case Backlog targets, Case time-to-resolution (TTR), and quality service delivered by well-trained and professional analysts.

Roles & Responsibilities-

Workforce Management:

• Ensuring staffing is at the appropriate level to meet the needs of the customer. Advising staff to pivot priorities as business need arises.

Quality Assurance Management:

• Holding individual conversations with direct reports to review performance and providing feedback.
• Establishing rapport with cross-functional leaders to reinforce a One-GHX approach to driving an exceptional customer experience.
• Responsible for quality coaching, feedback, and corrections based on the overall Quality Program data.
• Participate in quality feedback analysis and strategy development, providing timely input for ongoing quality improvements and enhancements.

Fielding Customer Escalations:

• Identify necessary case escalations and proficient in the process of escalation within the various teams in Customer Care.

Hiring and retention of Staff:

• Work with Recruiting team to interview and hire high-value candidates for net-new and backfill positions.
• Ensuring direct reports have foundational resources to succeed in the goals of the team and the overall organization.

 Training and Onboarding:

• Ensure that the team has appropriate resources for training and onboarding new hires, including advanced-level training for continuous improvement of team skills.
• Aligning with other Managers on training initiatives for consistent standards and best practices.
• Initiate training requirements from escalation feedback and coaching sessions.

Mentoring and Coaching:

• Consistent 1on1s ensuring direct reports feel supported, engaged, and know their personal progress toward career and team goals.
• Initiating conversations where constructive feedback is necessary.
• Ensuring Individual Development Plans (IDP) are filled out and acted upon for direct reports.
• Working with HR to craft, deliver, and track Performance Improvement Programs when necessary.
• Training needs are communicated in a timely manner to the training team

Monitoring real time case queue volume

• Ensuring case volume is being triaged and assigned appropriately, and providing direction for the team during high-impact events such as major incidents and staffing deficits.
• Proficient in effective queue management techniques and related KPI’s
• Ensure team leaders are executing queue management processes consistently and effectively

Reporting critical insights to Senior Leadership

• Review caseload and support metrics daily and weekly to form an overview of team performance and make appropriate course-corrections where needed.
• Provide weekly & monthly support metrics that reflect the performance of the team.

Lead by example:

• Contributes to the Customer Support Knowledge Base in order to provide symptom and resolution information about new issues and update information for known issues.
• Uses the Customer Support Knowledge Base to address customer issues and provide resolution
• Create and nurture a strong team culture that reflects the GHX Values of Collaboration, Innovation, Inspiration and Growth.
• Promote the associated behaviors that support these values.

Required Skills-

• Excellent communication skills in English language, verbal and written
• Ability to identify learning opportunities and self-educate where resources and opportunities are present
• Teamwork and team development focus
• Leadership qualities and skills
• Efficiency, organization, and effective time management
• Attention to detail
• Customer service/interpersonal skills
• Proficient in Excel and other similar reporting tools
• Skilled use of data and metrics to drive effective decision-making
• Aggressively pursues opportunities for continuous improvement to internal processes and tools.
• Proven ability to effectively lead teams to achieve goals in a customer-facing support organization

Preferred Skills-

• KPI Management, People Management, Team Engagement, BQ Management
• KCS (Knowledge Centered Services) knowledge management system
• Salesforce as a CRM and support case management system
• Flexible and adaptable in a fast-paced environment subject to constant growth and change
• Utilization of performance metrics for decision making and planning
• Preferred Six-Sigma Green Belt 

Education and Experience-

• Minimum 3+ years customer service team leadership experience with strong Leadership Skills.
• Bachelor’s degree, or a combination of education and related experience Qualification