Customer Support Manager
$75,000–$95,000 year
HybridSandy, Utah, United States
Job Summary
Lead and develop a team of three supervisors and customer support specialists while setting goals and managing performance against service level, quality, and efficiency targets. Oversee real-time operations, monitor team metrics, and take action when performance gaps occur. Manage high-volume inbound and outbound call center operations, review reports, and resolve escalated customer issues as the primary management point of contact. Develop short-term operational plans for staffing, scheduling, and workflow alignment, and coach supervisors through performance cycles and leadership development. Partner with workforce analytics, training, and technology teams to optimize performance and drive continuous improvement across support operations.
Required Qualifications
- Minimum 5 years of management experience
- Healthcare call center management experience (inbound + outbound)
- Experience managing teams in a high-volume support center
- Experience overseeing real-time operations and performance metrics
- Strong background in workforce management, quality monitoring, and CRM platforms
- Proven ability to lead teams in a metric-driven environment
- Excellent communication, coaching, and leadership skills
Desired Qualifications
- Health plan management experience
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