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Manager – Member Experience Phone Support
Confirmed live in the last 24 hours
Experience Level
Desired Skills
Customer Service
  • Minimum of 3-4 years of experience in contact center operations management
  • Advanced level understanding of Zendesk Talk and experience with contact center software
  • Strong communication skills, both verbal and written
  • Ability to lead a team through complex and ambiguous processes and policies
  • Knowledge of contact center best practices, including performance metrics, customer service principals, and workforce management
  • Strong analytical skills with the ability to use data to drive decision-making
  • Excellent interpersonal skills with the ability to build strong relationships with internal and external stakeholders
  • Strong organizational skills with the ability to manage multiple projects simultaneously
  • Work with the Director of the department to establish and maintain contact center operations, including the development of policies and procedures, performance standards, and training programs
  • Develop and maintain relationships with internal and external stakeholders to ensure smooth operations of the contact center
  • Manage a team of phone support representatives, providing coaching, mentoring, and feedback to ensure high-quality customer service
  • Ensure all team members are property trained on contact center policies, procedures, and best practices
  • Monitor contact center performance and analyze data to identify areas for improvement, ensuring that performance targets are met
  • Develop and implement contact center strategies to improve customer service and increase efficiency
  • Create reports and presentations for management to provide visibility into the contact center's operations and performance
  • Maintain a positive work environment and ensure high levels of employee satisfaction and engagement

501-1,000 employees

Digital metabolic health program company
Company Overview
Calibrate’s mission is to change the way the world treats weight. The company is committed to defining a new category in metabolic health through their program that was designed by world leaders in obesity and nutrition science to improve metabolic health and drive long-term weight loss that’s impactful, realistic, and sustainable.
  • Competitive salary with opportunity for equity in an early stage, high growth business
  • Generous paid time off, including an all-company holiday over Thanksgiving week
  • Calibrate-funded health benefits (medical, dental, vision) - starting at zero cost to you
  • One Medical membership and Teladoc virtual care
  • Fertility, gynecology, and wellness services through Kindbody
  • Therapy on your time with a free year of Talkspace membership
  • Health advocacy and assistance services through Health Advocate
  • Commuter benefits, ClassPass memberships, and gym memberships for post-pandemic life
  • Remote team with a headquarters in NYC
  • Competitive Paid Parental Leave for parents
Company Core Values
  • Small wins create big wins
  • You’re in control
  • Real results matter