• Brightstar Media Organization
  • Jersey City , NJ
  • Customer Service/Call Center
  • Full-Time
  • 10 Bayside Terrace


Develops and implements key performance targets such as accuracy, productivity, and timely processing
Implements processes and technology as appropriate to improve efficiency, accuracy and consistency in operations. Works independently and with appropriate departments to develop standard response materials, including call center scripts and letters, with appropriate referencing
Conducts on-going analyses and assessments of operational performance for continuous systems and process improvements, improved efficiency and improved customer service
Continually reviews material content for customer-oriented materials to ensure accuracy
Maintains expertise in Steward programs and services for which inquiries will be handled by a Customer Service Team
Resolves patients and provider concerns that are escalated by Customer Service Representatives
Management of inbound customer service call center
Maintains current knowledge regarding industry best practices. Evaluates, identifies and recommends systems and practices that would enhance and improve Steward Direct processes. Implements as appropriate
Performs data analysis and develops summaries and/or recommendations on programs and projects for the service team regarding forecasting, volume and staff scheduling
Maintains adequate staffing levels by recruiting, interviewing, screening and selecting applicants to meet staffing needs
Ensures the training and development of staff by identifying training needs and establishing initiatives to meet departmental, organizational and personal development goals
Maintains a positive work environment and structure that supports self-directed teams and optimized the experience, skills, knowledge and capability of the team
Promotes communication, rewards, recognition, teamwork and administrations of effective employee relation practices
Services as point person for all issues related to staff complaints or concerns
Initiates and communicates a variety of personnel actions including employment, termination, performance reviews and disciplinary action
Leads the teams in achieving performance targets



Related degree/eduction/ or training/certification
1-2 years in a related industry with management responsibility
Effective verbal, interpersonal and written communication skills. Creative, flexible and self motivated
Experience managing and developing training programs
Ability to relate positively with customers
Ability to train employees on all products and processes
Project management experience a plus, managing multiple projects to accommodate different stakeholders
Strong analytical skills
Experience in managing cross functional, self directed teams

Associated topics: accumulate, analyse, analyst, customer service, customer service analyst, data, report, statistics, support analyst

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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