Senior Manager, Customer Relations
Job Location:
El Segundo, CA - USA
Yearly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Build a Career That Changes Lives - Including Your Own
24 Hour Home Care is a leading provider of home care and community-based services focused on helping individuals live safely and independently. As part of TEAM Services Group a private equity-backed healthcare services organization we combine a mission-driven culture with a commitment to innovation growth and operational excellence.
Here the work you do matters. Whether youre supporting clients directly or helping drive our business forward every role contributes to improving lives and strengthening the communities we serve.
Grow with purpose. Lead with heart. Make a difference every day.
Watch this short video to see the heart behind our work and the impact our teams create every day.
Who You Are
You are apassionate and performance-driventeam player eager to take on a key role in our companys growth. You embody Team 24s Care & Compete Principles and Competencies:
In the spirit ofOwn(ing) It With Courage we encourage you to check out our Glassdoor Page to learn more about 24 Hour Home Care and to leave a review about your experience:24 Hour Home Care: Glassdoor Page
Sound interestingRead on for more details!
The Role:
The Senior Manager Customer Relations leads the day-to-day performance and development of the client-facing service organization including the Customer Service Coordinator team and Contact Center. This role is responsible for delivering consistent responsive support to clients families and caregivers while maintaining strong service levels across a high-volume environment.
This leader develops teams and frontline leaders oversees Contact Center performance manages escalations and partners across the organization and with outsourced service providers to continuously improve the client experience.
Primary Responsibilities
- Lead coach and develop the Customer Relations organization through frontline supervisors and managers including hiring performance management development and succession planning.
- Oversee Contact Center performance workforce planning quality assurance and service metrics to maintain consistent coverage and service levels.
- Serve as the senior escalation point for complex or sensitive client and family concerns using trends and feedback to identify and address root causes.
- Manage outsourced service partners and collaborate with technology teams to optimize telephony CRM case management routing and reporting tools.
- Partner cross-functionally to improve client-facing processes handoffs policies training and workflows using performance data and frontline insights to drive improvements.
This is a hybrid position coming into the El Segundo office up to 3x per week.
Work Schedule: Business hours are 8:00 a.m. to 6:00 p.m. Pacific Time. Depending on the position and business needs employees may be required to work any scheduled shift within these operating hours.
What You Bring to the Table:
Qualifications
- Bachelors degree in Business Administration Communications Healthcare Administration Public Administration Human Services Social Work or a related field.
- 7 years of progressive customer service or client relations experience including a strong record of service quality and client retention.
- 3 years of experience leading large teams of 20 employees including managing through supervisors or managers.
- Experience building and managing high-volume service operations including performance metrics workforce planning and quality programs.
- Experience with contact center technology and CRM or case management systems; healthcare or another regulated service environment and outsourced/BPO partner management experience preferred.
Skills
- People leadership coaching and team development
- Contact center operations and performance management
- Client advocacy and escalation management
- Data-driven problem solving and continuous improvement
- Cross-functional communication and collaboration
What We Bring to the Table:
24 Hour Home Care is an Equal Opportunity Employer that is proud of its culture of diversity and inclusion. Individuals seeking employment are considered without regards to race color religion national origin age sex marital status ancestry physical or mental disability veteran status gender identity or sexual orientation. Additionally 24 Hour Home Care will consider qualified candidates with criminal histories in a manner consistent with the law.
Qualified applicants with criminal history will be considered for employment in accordance with California Fair Chance Act and the Los Angeles County Fair Chance Ordinance for Employers ensuring individuals with criminal history have fair and equitable access to opportunities for gainful employment in the unincorporated areas of LA County.
Upon review should criminal history have a direct adverse and negative relationship 24 Hour Home Care will conduct an Individualized Assessment and provide a Preliminary Notice of Adverse Action; specifying the laws or regulations that impose such restrictions. At which point 24 Hour Home Care will review the prospective hires written response and mitigating circumstances before making a final decision. Should withdrawal of a conditional offer of employment be determined 24 Hour Home Care will provide a copy of the Second Individualized Assessment.
Individuals have the right to reach out to the LA County Department of Business and Consumer Affairs to file a complaint or if you require additional information.
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- By Web: Phone:
For California applicants: by applying for this position you acknowledge and consent to the collection use and disclosure of your personal information in accordance with our privacy policy and the California Consumer Privacy Act (CCPA).
The expected California Pay Range for this position:
$118000 - $135000 USD
Required Experience:
Senior Manager
