**Job Title:** Remote Customer Support Manager
**Company:** Universal Health Services
**Location:** Sydney, New South Wales, AU
**Job Type:** Part-Time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience:** 6
**Job Description:**
As a Remote Customer Support Manager at Universal Health Services, you will play a critical role in overseeing and optimizing our customer service operations while fostering exceptional relationships with both our team and our clients. We seek a motivated and resourceful individual who is passionate about delivering outstanding customer experiences and is committed to leading a team of dedicated support professionals.
**Key Responsibilities:**
1. **Team Leadership:**
- Recruit, train, and mentor a high-performing customer support team.
- Establish clear performance metrics and conduct regular coaching sessions and performance evaluations.
- Prepare and manage team schedules to ensure coverage and support for peak periods.
- Foster a positive and motivating work environment that promotes team collaboration and innovation.
2. **Customer Support Operations:**
- Develop, implement, and monitor customer support strategies and best practices to enhance service quality and efficiency.
- Handle escalated customer issues and inquiries, ensuring timely resolution and adherence to company policies.
- Monitor customer interactions and feedback to identify trends, areas for improvement, and service enhancement opportunities.
3. **Process Improvement:**
- Analyze customer support metrics and data to identify inefficiencies and areas for improvement.
- Collaborate with cross-functional teams to implement solutions and enhancements to customer service processes.
- Develop, maintain, and improve customer service policies, procedures, and documentation.
4. **Communication and Reporting:**
- Prepare and present regular reports on team performance, customer satisfaction, and operational metrics to senior management.
- Drive communication strategies that keep customers informed and engaged throughout their journey with Universal Health Services.
- Foster strong relationships with other teams within the company to ensure seamless service delivery.
5. **Customer Experience:**
- Champion a customer-first approach within the team, ensuring a high level of service and responsiveness.
- Use feedback from customers to drive service improvements and enhance the overall customer experience.
6. **Sustainability Initiatives:**
- Lead and participate in efforts to promote environmental responsibility and sustainable practices within the customer service department.
- Encourage team participation in initiatives that align with the company's commitment to sustainability.
**Qualifications and Requirements:**
- Bachelor's degree in Business Administration, Health Services Management, or related field preferred.
- A minimum of 6 years of experience in customer support or related roles, with at least 3 years in a managerial position.
- Proven experience in managing remote teams effectively.
- Strong communication skills, both written and verbal, with outstanding interpersonal skills.
- Demonstrated ability to resolve conflicts and negotiate amicably, fostering positive relationships with stakeholders.
- A motivated, resourceful, and self-driven individual with a proactive approach to problem-solving.
- Strong analytical capabilities and experience with customer support metrics and reporting.
- Proficiency in customer support software and CRM tools.
- Ability to work independently, manage time effectively, and prioritize competing tasks.
**Benefits:**
- Relocation allowance for the right candidate.
- Profit sharing within the company.
- Paid overtime for hours worked beyond standard part-time commitments.
- Opportunity to be part of a company committed to environmental responsibility and sustainable practices.
**Working Environment:**
Universal Health Services promotes a flexible working environment that values diversity, inclusivity, and a commitment to environmental responsibility. We aim to create a workplace that reflects these values and supports our team in making a positive impact.
**Application Deadline:**
Interested applicants are encouraged to apply by ********** **.
**Equal Opportunity Statement:**
Universal Health Services 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.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
