Concierge Team Manager (Personal Services)

The Concierge Team Manager is responsible for leading and managing the day-to-day operations of the Concierge Team. This role ensures exceptional customer experiences and operational efficiency. The Manager will drive strategic initiatives to enhance service delivery, optimize performance, and foster a culture of excellence.

Concierge Team Manager Responsibilities:
· Lead, mentor, and motivate a team of amazing high-performing agents, delivering empathic, high-quality, timely support.
· Keep the call center vibe upbeat, efficient, and energized.
· Monitor performance, celebrate wins, and coach through challenges.
· Proactively track KPI metrics such as average handle time, first-call resolution, and customer satisfaction.
· Collaborate across departments to ensure the voice of the customer is clearly heard.
· Continuously seek opportunities to improve processes, team culture, and the overall customer journey.
· Remain calm during volume surges - bring order to the chao.
· Train and coach team members with compassion and high expectations.
· Implement and manage Concierge Team technologies (e.g., IVR, ticket tracking tools).
· Drive continuous improvement initiatives, including creating and delivering training programs for Concierge Team Members.
· Oversee staffing, training, scheduling, and performance of team members.
· Translate complex healthcare topics into clear, friendly language and help standardize responses/templates to ensure consistent member experience.
· Solve problems with an employee-first mindset.
· Create an environment where your team feels supported, valued, and celebrated.
· Other Duties as assigned.