Parsley Health’s Call Center Manager Job Opening – Remote

Parsley Health is a digital health company with a mission to transform the health of everyone, everywhere with the world’s best possible medicine.

Today, Parsley Health is the nation’s largest health care company helping people suffering from chronic conditions find relief with root cause resolution medicine.

Parsley Health is seeking to hire a Call Center Manager to add to their ranks.

The Call Center Manager is responsible for the performance and behaviors of the member experience team and for managing inbound and outbound communication via the Parsley Health Call Center.

This position supports the company and department goals by supporting members within required SLAs while providing a world-class member experience. The Call Center Manager will also be responsible and accountable for driving process improvements, providing feedback, performance/productivity management, reporting, and training.

What you’ll do

• Analyze call center data, prepare reports, and give presentations to upper management.
• Hire, onboard, and train Call Center employees.
• Lead team meetings and coach teams through challenging customer service issues.
• Ensure the team adheres to company standards when handling member complaints.
• Handle escalations and overcome objections, focusing on member retention by answering member emails, SMS, and calls at least 10 hours weekly.
• Develop monthly, quarterly, and annual call center goals and action plans that can be executed on an agent level.
• Prepare and manage weekly teamwork schedules to ensure sufficient coverage based on forecasted contact volume and handle times.
• Manage live call answer rate, escalations, call abandonment rate, labor efficiency, average speed of answer, average time to resolve, and first contact resolution.

What you’ll need:

• Excellent sales and member support skills.
• Advanced troubleshooting and problem-solving skills.
• Highly motivated with a positive attitude that can influence/motivate remote teams.
• Strong analytical skills.
• Must be proficient in multiple computer-based programs and can navigate several programs at one time, including but not limited to Google Suite, HelpScout, Acuity, Avality, MDHQ, Regal Voice, Slack, Looker, Calendly, and Stripe.
• Possess the ability to use and access these systems while speaking with members.
• Ability to effectively communicate information and ideas in written and verbal format.
• Must be able to manage and motivate others as well as work independently.
• Excellent organizational and time management skills.
• Strong relationship-building skills.

Benefits

The starting salary for this role is between $85,000 – $100,000, depending on skills and experience. Other benefits include:

• Equity Stake
• 401(k) + Employer Matching program
• Remote-first with the option to work from one of our centers in NYC or LA
• Complimentary Parsley Health Complete Care membership
• Subsidized Medical, Dental, and Vision insurance plan options
• Generous 4+ weeks of paid time off
• Annual professional development stipend
• Annual wellness stipend