Manager, Solution Center

Overview

Manager, Solution Center

 

(On-site) 

 

***Employer will not sponsor work visas for this position now or in the future and is not interested in corp.-to-corp. business arrangements at this time.***

 

 

Select Medical is one of the largest operators of critical illness recovery hospitals, rehabilitation hospitals, outpatient rehabilitation centers, and occupational health centers in the United States, with more than 50,000 colleagues caring for nearly 100,000 patients every day across our care continuum. Select Medical and its parent company, Select Medical Holdings Corporation (NYSE: SEM), are based in Mechanicsburg, Pennsylvania, and honored to be recognized as one of America’s Best-In-State (Pennsylvania) Employers 2020 by Forbes.

 

The Manager, Solution Center is driven with proven leadership abilities and compliments in achieving our exemplary levels of customer satisfaction.  He/She is a dynamic and self-motivated individual who will be involved in building a strong team. The Manager, Solution Center is a people-manager and is customer-facing.  He/She is responsible for the heading up the leadership of Tier 1 and Tier 2 Help Desk teams handling and overseeing the most critical, escalated issues. This role will both guide and grow the support team as well as managing the critical escalations that are raised through either support or through customer account management, in accordance with Concentra business goals and information technology department goals and Concentra policies, procedures and practices.

 

Ensures the delivery of exceptional customer service by putting all customers (internal and external) first and displaying:

• A healing focus
• A selfless heart
• A tireless resolve

Responsibilities

MAJOR DUTIES AND RESPONSIBILITIES:

 

• Management of a Tier 1 and Tier 2 support teams
• Maintain and improve individual performance levels of team to ensure targets are met
• Work with other team managers to ensure efficient and effective coverage of hours and skills
• Manage visible cases and ensure outstanding customer service levels
• Lead calls with internal stakeholders to review status and updates
• Provide prompt and complete resolution of technical challenges and business issues
• Identify and drive areas of process improvement, including by not limited to: envisioning and building new monitoring and/or reporting tools, creating or improving existing policies/procedures, enhancing Tier 1 and Tier 2 support capabilities as well as developing improved support practices
• Share best practices, knowledge and learning with team and the global support community to enhance the quality and efficiency of customer support while fostering a culture open to collaboration across boundaries
• Contribute to the knowledge base and create knowledge base materials dedicated toward operational efficiency while empowering and enabling the greater support community
• Coach and train the team
• Advocate customers’ priorities and requirements internally
• Responsible for the team’s key performance indicators

ADDITIONAL RESPONSIBILITIES:

• Monitor key performance indicators assigned to customers and team members
• Identify skill gaps of current staff and assist team members in development plans and actions
• Ensure all client concerns are addressed in a timely manner, including the following: events, ticketing issues, requests, questions, and training opportunities; handle escalations as needed
• Monitor relevant reports and tools to identify, address, and proactively engage employees to correct: long calls, misuse of cases and compliance issues.
• Manage queues and monitor all open and aging cases daily
• Supervises operations and support team including hiring, performance management, training and development in accordance with Concentra HR policies practices and procedures and ensures that IT Operations staff is well coordinated on assigned projects in terms of communications with the company, scheduling, and setting/meeting expectations
• Sets clear objectives, evaluate progress against objectives, and instill performance-oriented culture with focus on accountability
• Defines functions standards and procedures and selects and implements operational tools and technologies
• Acts as liaison with the development teams and production infrastructure to resolve software
• Manages IT operations projects
• Provides computer hardware and software support and escalates issues
• Provides input into our overall Technical Process and Operations Strategy
• Functions as the technical resource for existing and future technical ser