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Senior Manager, Care Center-Focused on Phones
ShiftMed, the leading and fastest-growing nursing jobs platform in the U.S., is looking for a dedicated Senior Manager, Care Center to join our growing Care department. ShiftMed’s mission is to revolutionize the nurse staffing business, leveraging our technology to empower healthcare professionals to take control of their schedules. Our app enables them to connect directly with facilities to find the best opportunities that fit their needs while earning approximately 20% higher than the industry average.
The ideal candidate will be a data-driven self-starter who is eager to learn, able to effectively collaborate cross-functionally, and share their unique ideas with the rest of the team. The Senior Manager, Care Center will be responsible for working with Care leadership to drive phone metrics.
Who we are: Our Mission is to empower healthcare professionals to make a living doing what they love, when and where they want.
In the news:
Recognized on Inc. 5000 fastest growing company list!
Business Insider exclusive article on our annual state of nursing survey
ShiftMed has been featured in media outlets such as, USA Today, Yahoo! News, Huffington Post’s Thrive Global, Fortune, Nasdaq TradeTalks, Skilled Nursing News and Home Health Care News
ShiftMed Setting a New Standard:
60,000+ (and growing!) Healthcare professionals nationwide on our app
Over 300,000 hours of care service to 200,000+ patients
400% revenue growth in 2021
ShiftMed app downloaded 150,000x (and counting!) over the last 6 months
About your role:
- Own and drive all success metrics for the phone channels within CareOps.
- Work directly with senior leadership on key projects and initiatives, acting as a process and project management expert for the realm of phone support.
- Collaborate with cross-functional and business support teams to identify and solve for experience needs, gaps and opportunities.
- Act as a stakeholder participating in the ideation and implementation of product evolution.
- Triage and troubleshoot workforce management need and optimize processes/infrastructure/systems for scale.
- Foster a culture focused on exceptional and empathetic customer service.
- Foster an environment in which your team members are informed, supported, and engaged.
- Coach individual team members through career and skill development, including but not limited to designing career paths and leveling.
Experience:
- Track record of leading call center or phone focused support teams.
- Experience with workforce management of 24/7 teams.
- 5+ years of working within the field of support.
- 3+ years of leadership and/or supervisory experience.
- Familiarity with tools such as Slack, Microsoft office and Zoom.
- Strong analytical skills, including experience with platforms such as Tableau.
- Strong communication and stakeholder management skills, both internally and externally.
Preferred Experience:
- Experience leading orgs that are 100+ headcount in size.
- 1-2+ year(s) of experience working within a high growth startup.
- Experience with technology such as Intercom CRM & Aircall.
- Experience with driving CSAT.
- Experience with designing career pathways.
What you’ll love:
ShiftMed offers a generous benefits package including health, dental, and vision benefits as well as 401k and PTO.
ShiftMed is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- Monday to Friday
Supplemental Pay:
- Bonus pay
Experience:
- Customer support: 5 years (Required)
- Leadership: 3 years (Required)
Work Location: Remote