Live Channel Help Desk Manager

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Position Summary 

The Live Channel Help Desk Manager of Level Two Customer Support will lead and develop a team of highly engaged subject matter experts, delivering exceptional agent and client experiences, assisting in resolving client issues across our Level Two organization, while navigating a fast-paced environment.   

You align business processes to work with those of customers. You ensure the team has the right mix of skills and leverages the strengths of individual members. You are an effective team member and display initiative and flexibility in team goal orientation, in an ever-changing environment. You prioritize and multi-task in a fast-paced environment and can manage several projects simultaneously. 

The Team: Our Level Two Customer Support teams supports our Live Channel Customer Care department by addressing issues across our suite of athenaOne products via multiple channels available to them (including but not limited to call, case, and chat). This includes outbound interactions as well as multi-case engagements. 

Job Responsibilities  

• Lead a team of Level Two analysts and associates focused on meeting customer service, efficiency, and quality standards to meet/exceed client expectations across multiple support channels 
• Coach and develop a team of high performing Subject Matter Experts to foster talent and career development
• Responsible for hiring and attrition efforts of the team
• Set and monitor annual performance goals and objectives, including performance appraisals
• Build, maintain and deliver operational reporting to Customer Care leadership
• Ensure escalations are managed quickly and effectively
• Leverage business insights to influence KPI performance 
• Manage workforce to meet fluctuating volumes and needs across support channels where our agents and clients need us  
• Influence and Innovate – drive organizational results through strategic thinking 

Typical Qualifications  

• Strong communication and business writing skills 
• Customer Service focused experience 
• Experience in people management and leading teams 
• Report creation and analysis background with a demonstrated ability to organize and present data is desirable 
• Demonstrated competence of customer service management
• Ability to track numerous detail-intensive, interdependent tasks and ensure accurate completion
• Demonstrated ability to role model effective relationship building across departmental and company lines, hold difficult conversations with clients and internal stakeholders and effectively present and communicate with C-Level internally and externally

Education & Experience

• Bachelor’s degree or equivalent experience required
• 5 of more years of professional experience, athenaOne application experience preferred
• Proven experience in leading and managing teams, with a strong ability to inspire, develop, and motivate employees toward achieving goals.
• Proficiency in Microsoft Excel for data collection, analysis, and reporting to support informed decision-making.
• Preferred familiarity with data visualization tools such as Power BI to enhance data presentation and insights.
• Preferred experience with Salesforce CRM.