### Job Title: Customer Support Manager
**Company:** Humana
**Location:** Brisbane, Queensland, AU
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 8
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### Job Description:
Humana is seeking a dedicated and experienced **Customer Support Manager** to join our dynamic team in Brisbane. In this pivotal role, you will oversee the day-to-day operations of our customer support department, ensuring that we continue to deliver exceptional service to our clients.
### Responsibilities:
- **Team Leadership:** Supervise and mentor a team of customer support representatives. Foster an environment of collaboration and ongoing improvement to empower team members to perform at their best.
- **Performance Management:** Monitor team performance, analyze metrics, and implement strategies for improvement. Conduct regular performance reviews and provide constructive feedback.
- **Issue Resolution:** Manage escalated customer issues swiftly and effectively. Develop solutions that address underlying problems to enhance overall customer satisfaction.
- **Process Improvement:** Identify, design, and implement process improvements that enhance customer experience and team efficiency. Encourage innovative approaches and best practices within the team.
- **Training and Development:** Oversee the onboarding and training processes for new staff, ensuring that all team members are equipped with the necessary skills and knowledge to succeed. Promote ongoing learning opportunities for professional growth.
- **Customer Experience Strategy:** Collaborate with senior management to design and implement effective customer experience strategies. Analyze customer feedback to continuously refine our approach and better meet client needs.
- **Reporting and Analysis:** Prepare and present regular reports on team performance, customer satisfaction scores, and other key metrics to stakeholders. Utilize data to drive informed decisions and highlight areas for improvement.
- **Cross-Department Collaboration:** Work closely with other departments (e.g., Sales, Product Development) to ensure customer needs are integrated into overall business strategy. Advocate on behalf of customers in interdepartmental discussions.
### Requirements:
- **Educational Background:** A Bachelor's degree in business administration, communications, or a related field is preferred.
- **Experience:** A minimum of 8 years of experience in customer support or a related field, with at least 3 years in a managerial role.
- **Leadership Skills:** Proven ability to lead, motivate, and develop a team in a fast-paced environment. Experience in conflict resolution and employee performance management is essential.
- **Motivated and Reliable:** A self-starter who takes initiative and is dependable. The ideal candidate will be proactive in seeking improvements and taking accountability for results.
- **Innovative Thinking:** Ability to think creatively and bring fresh ideas to the table. You should be open to experimenting with new processes and strategies to enhance service delivery.
- **Planning Ability:** Strong organizational and planning skills, with the ability to prioritize multiple tasks and projects effectively.
- **Communication Skills:** Exceptional verbal and written communication skills to engage with customers and present information to stakeholders clearly and compellingly.
### Benefits:
- **Disability Insurance:** Coverage to support our employees in case of unforeseen circumstances.
- **Free Accommodation:** We provide comfortable housing to our part-time employees to ensure they can focus on their roles without logistic concerns.
- **Visa Sponsorship:** Opportunities for eligible candidates from abroad, encouraging a diverse workplace.
### Working Environment:
At Humana, we encourage a culture of ongoing learning and development for personal and professional growth. We believe that investing in our employees' skills and career paths contributes to achieving our goals. As a member of our team, you will have access to training programs and resources that support your career aspirations and personal development.
### Application Deadline:
The deadline to apply for this position is **October 6, 2024**.
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### Equal Opportunity Statement:
Humana is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.
If you're passionate about elevating customer experiences and leading a talented team, we invite you to apply and join us in making a difference!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
