Manager, Customer Experience - Frontline

Everly Health's mission is to transform lives with modern, diagnostics-driven care, and we believe that the future of healthcare is meeting people where they are. Headquartered in Austin, Texas, Everly Health is the parent company to Everlywell, Everly Health Solutions, Natalist, and Everly Diagnostics. We've set a new standard of people-focused, diagnostic-driven care that puts patients at the center of their own health journey.
Our infrastructure guides the full testing experience with the support of a national clinician network that's composed of hundreds of physicians, nurses, genetic counselors, PharmDs, and member care specialists. Our solutions make world-class virtual care more attainable with rigorous clinical protocols and best-in-class science to tackle some of the healthcare industry's biggest problems.
The Manager will lead the Frontline and Retention Department, performing an important function for the company by overseeing the daily operations of the Contact Center. The manager should be able to successfully manage multiple responsibilities and act as a leader, both internally and externally.

What You'll Do (Duties and Responsibilities):

• Manages adherence to policies for attendance, established procedures, etc… for all direct reports including corrective action via coaching, PIP etc
• Reports to the Director of Customer Experience with feedback analysis and pinpoints areas of improvement in both quality and customer service, and works with the process improvement team to implement changes to SOP, email and call scripts.
• Ensures all SOP’s, call scripts, program information and training materials are accurate and available for use by the department 
• Supports Business initiatives through interaction with other business areas, participating in defining business requirements, implementing and managing change within teams, and continuing to enhance processes to create efficiencies.
• Work with leadership to implement new programs, services, department processes for efficiencies
• Handles escalated issues and if needed directs concerns to the right personnel and/or departments as needed
• Manages and oversees the handling a high volume of inbound and outbound phone calls, emails and social media from clients and patients 
• Trains, coaches, and motivates each employee towards growth and development to meet the company standards and requirements
• May assist as a first-line resources for all Frontline and Retention questions and as a liaison between the team members and the Director to ensure timely escalation of issues and/or questions ensuring outstanding patient care and client relations
• Assists and works collaboratively with all of CX management with all new employee hiring/training and integration onto the team as well as with preparation and/or presentation of new trainings for the team
• Assists with ensuring checklist of daily tasks is complete, including completion of all outbound emails/calls daily, responding to inbound emails/calls, Social media, managing internal support questions, completing reporting assignments, handling client request, and finalizing letters and meeting department defined SLAs
• Assists with monitoring status of patient service emails and escalated issues for all programs and clients
• Monitor productivity of all agents using appropriate reporting and channels
• Monitor and review agent interactions to observe the customer service experience statistics, and compliance 
• Measure performance with key metrics such as service levels, call abandonment, calls waiting, email TAT etc…
• Provide communication and follow up to ensure representatives are fully informed of all new information related to work processes and company related issues

Who You Are (Job Requirements):

• Bachelor’s degree (preferred)
• 4+ years minimum experience in contact center, or other customer service environment and 2 years overseeing a team preferred
• Highly organized and willing to multitask and maintain urgency around meeting all requirements of the department 
• Working knowledge of Microsoft Office, Excel, and Google Apps and ability to collate data and present effectively 
• Strong familiarity with call center software such as Five9, or NICE InContact
• Salesforce experience preferred 
• Experience with providing coaching and feedback regarding performance, and quality

Professional Skills
• Strong organizational and time management skills; strong attention to detail.
• Ability to manage multiple priorities and respond in a timely manner to inquiries
• Ability to execute under accelerated timeframes and quickly adapt to changes in priorities.
• Be a constant role model for the Everly Health values
• Adaptable, flexible, and innovative
• Excellent written and ver