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Manager, Systems
$101,816 - $129,813/Yr
24 Hour Home Care - Corporate Division - El Segundo, CA
posted 2 months ago
Full-time - Manager
Hybrid - El Segundo, CA
10,001+ employees
About the position
The Systems Manager at 24 Hour Home Care is responsible for overseeing the technical support team, ensuring the delivery of high-quality customer service and effective technical support to clients. This role involves managing resources, leading a team of professionals, and maintaining customer satisfaction while also overseeing system enhancements and troubleshooting.
Responsibilities
- Lead and manage a team of technical support professionals, providing guidance, coaching, and mentorship.
- Create a learning and development plan for the technical support team, providing training and opportunities for professional growth.
- Ensure that technical support services are delivered efficiently and meet or exceed customer expectations.
- Set and monitor service level agreements (SLAs) to ensure a high standard of support.
- Lead and oversee EVV & IT related tasks on projects, initiatives, and system enhancement requests.
- Implement and maintain quality control procedures to ensure high-quality service delivery.
- Foster positive customer relationships by effectively addressing customer concerns and escalations.
- Regularly assess team performance and customer satisfaction through data analysis and reporting.
Requirements
- Proven experience in technical support or a related field, with a minimum of 2 years in a management or supervisory role.
- Experience in customer service and/or quality assurance roles preferred.
- Experience administering systems and supporting user bases.
- Excellent verbal and written communication skills.
- Strong technical knowledge, with the ability to understand and explain complex technical concepts.
- Excellent leadership, communication, and interpersonal skills.
- Problem-solving and analytical abilities.
Nice-to-haves
- Experience in a healthcare or home care environment.
- Familiarity with electronic visit verification (EVV) systems.
Benefits
- Hybrid work environment with flexibility in scheduling.
- Opportunities for professional development and training.
- Diversity and inclusion initiatives within the workplace.
