Appeal Resolution Manager jobs in Saint Petersburg, FL

Job Summary:

This position is responsible for managing and developing a team of customer experience reps by providing daily support through feedback and coaching, as well as on regular basis vs performance KPI’s. This position is responsible for ensuring quality standards and SOPs are met and followed through all channels of communication. The Customer Experience Supervisor will also support Customer Experience through managing task volume and assigning tasks as needed to ensure service levels are being met. Updating SOPs and reporting of trends to leadership team is also part of your role. You also enjoy supporting Customer Experience by performing daily Customer Experience tasks.

Position Responsibilities:

• Manage the day-to-day assignments of tasks/volume of the team and balance teams workload
• Manages daily support and adherence and ensures the team is following department SOPs with empathy for the customer experience for escalation resolution
• Provide direct reports with guidance, direction and supervision; provide feedback and directly addresses performance issues
• Maintain a positive work environment by regularly communicating with employees and respond to employee issues and concerns in a timely manner
• Actively promote all company policies and expectations and leads weekly huddle
• Report trends/ performance to management
• Work towards continuous improvement with our SOPS and ensure continuous updating of SOPs and customer care policies
• Ability to identify appropriate stakeholders and communicates and collaborates with stakeholders as needed
• Participates in daily customer care tasks according to volume needed

Requirements:

• High school diploma or GED required; Bachelor’s degree preferred

• Proficiency in all Microsoft Office programs required, SAP experience a plus
• Strong leadership and communication skills. Excellent written communication skills
• Strong analytical skills and problem-solving ability required
• Conflict management skills essential to handle difficult or challenging customer situations with diplomacy, tact, and professionalism
• Strong multi-task skills and able to work in a very fast paced environment and meet deadlines
• Ability to work across multiple levels and cross-departmentally in the organization