Manager, Program Support (Call Center)

The Manager, Program Support assists in supporting Elevates customer-focused programs and contributes to ongoing communication, education, and research activities. The Manager, Program Support supervises the program support staff and the day-to-day operations of the workgroup including maintaining ongoing relationships with customers, managing relationships with program managers and clients, and the accurate documentation of activities and other associated tasks.

The Manager, Program Support reports to the Vice President, Programs. This position is located in Chicago, Illinois and is currently hybrid-remote.

Responsibilities

• Provide virtual and occasionally on-site supervision of program support staff.
• Regularly update and answer questions regarding existing processes, protocols, and talking points in timely fashion.
• Assist with troubleshooting of call phone software issues.
• Regularly review and evaluate call recordings and discuss with direct reports to ensure high quality standards.
• Assist with regular with program support and program specific QAQC.
• Work with Programs teams to negotiate and offer support for current and potential programs.
• Help ensure adequate coverage (phone, email, and live chat) and maintenance of SLAs for all necessary programs.
• Set up and take down program phone lines.
• Recruit and hire new program support staff in conjunction with HR.
• Coordinate new hire training schedule and oversee practice calls.
• Attend program-specific meetings as a representative for the program support team.
• Lead team meetings to give updates and go over concerns.
• Coordinate with technical staff to manage software and tools for program associates.
• Track and address customer comments, requests, and complaints using a customer relationship management database.
• Support the communications and marketing team in the creation, review, and implementation of customer communications and education materials.
• Track and report metrics to program managers as needed.
• Manage invoices for various software and tools necessary for program administration.
• Answer incoming phone, mail, and electronic communications as necessary.
• Oversee materials inventory and ordering processes.
• Perform other duties as assigned.

Qualifications and Skills

• Four-year degree or equivalent
• Bilingual English/Spanish preferred
• Previous experience with direct customer service
• Exceptional organizational and coordination skills
• Ability to independently leverage critical thinking skills to address real-world customer issues based on well-defined program guidelines
• A demonstrated attention to detail
• Proficiency in Salesforce, MS Excel, and MS Access preferred
• Excellent written and verbal communication
• Ability to work well independently and in a team setting

Anti-Discrimination Policy

Elevate is an equal opportunity employer that does not discriminate against any employee or job applicant based on race, color, national origin, religion, sex, sexual orientation, age, disability, veteran status, or marital status. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, termination, promotion, transfer, layoff, leaves of absence, compensation, and training.

ADA Accommodation

Elevate will reasonably accommodate qualified individuals with a disability so that they can perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace, and the threat cannot be eliminated by reasonable accommodation, or if the accommodation creates an undue hardship to Elevate. Contact the People Team with any questions or requests for accommodations.