DVMelite Hiring for Concierge (Call Center) Services Manager – Remote at Remote Full Time

Business Growth Elite is a professional services firm with a fully remote workforce! Our passion is supporting small, independently owned medical practices by helping to level the playfield so they can thrive alongside larger competitors.

With the guidance and support of three business lines, Marketing, HR, and a technology based telecom platform, our members are able to attract and retain patients, clients, and the top-talent to serve them.

In addition, we are proud to be a company committed to creating significant social contributions through entrepreneurship and education to disadvantaged people around the world.

If you are an experienced call center/ customer service manager and contemplating a way to use your knowledge and skills in a new way AND you want to find out if fully remote work is for you, this is the perfect opportunity to find out!

Responsibilities

This is a full-time, 100% remote position, working 8 hours a day from your home office.

The “Concierge” Services Manager will define our call center objectives, provide agents with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze services data, and focus on improving performance and processes in an effort to better support customers. You should have exceptional communication, interpersonal skills, and a high flexibility to easily adapt to changes, as well as comprehensive knowledge of the call center industry

To be a successful Concierge Manager, you should be focused on improving your team of agents and your team practices (+40 agents). You should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues agents are facing daily

• Hiring, onboarding, training, coaching, and leading agents (+40) in our call center
• Answering agents questions, guiding them through the problem resolution stages, and handling issues that cannot be fielded by agents (managerial level)
• Leading team meetings, coaching members of your team regarding processes and practices, and clearly explaining expectations (leadership)
• Assist the Business Operations Manager in identifying trends, implementing best practices and establishing team’s quarterly goals.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Establish a high standard for productivity, quality, customer service as well as define user guidelines.
• Prepare reports and analyze data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction (P&L, churned, NPS, customer support, etc)
• Take on other initiatives or projects to support employees, other managers, and integral operations.

Requirements and Qualifications

• 5+ years of progressive experience in a Senior Leadership position, leading a team in a Customer Service, Shared Services center, and/or Multi-Site Call Center environment is required, including successful oversight of operational performance contributing to an aspect of financial results.
• Must have at least 3 year of experience managing teams and all associated components: leadership, coaching, conflict resolution, career path design, motivation, etc.
• Excellent interpersonal, oral and written communication skills including the ability to gather, coordinate and present business/technical data
• Must have extensive knowledge (theory and implementation) of Operational Excellence , and processes improvement frameworks: Lean Six Sigma, Kaizen Events, blue ocean, agile methodologies, EOS (Entrepreneurial Operating System), etc
• Resourcefulness: you’ll figure out what needs to be done and find ways to make it happen
• Ability to work remotely and a desire to make an impact at a high-growth start-up
• Thrives in a changing environment and works in a cross-team collaborative environment. Must have the ability to manage multiple projects simultaneously in a fast paced and oftentimes high-pressure environment.
• Technology proficiency. We use Hubspot, Google Drive, Zulip, GSheets, Zapier, and a bunch of other tools, so you should be in love with apps/tools to improve productivity, integrate systems, and automate processes/ workflows

Compensation and Benefits

Your rate of pay will be $30 per hour and you are also eligible for the benefits of a regular team member as we provide a paid time off and 401k matching. In addition you will absolutely enjoy the same culture and work atmosphere we work hard to maintain!

Employees of Business Growth Elite regardless of status love having:

• the flexibility to work from home, or another location of your choice.
• collaborative, super friendly co-workers, who truly love to help each other succeed.
• supportive leadership that knows your success depends on how they serve you.

Working Conditions

Business Growth Elite is a fully remote organization. Team members perform their job duties in a home office. Team members are encouraged to create a functional home work space that enables them to attend both voice and video meetings in a professional manner whenever needed. You are encouraged to take ergonomics into consideration when creating your home office.

Working Location

At this time, this position is open to candidates authorized to work in the U.S. who reside in one of the following states: FL, GA, MI, MN, NC, PA, TX, WI, IL. At this time, we are unable to consider candidates whose permanent address is not within one of these U.S. States.

Physical Requirements

Prolonged periods of stationary work including but not limited to sitting, typing, speaking on the phone and on video.

Job Type: Full-time

Pay: From $30.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental Pay:

• Bonus pay

Work Remotely:

• Yes