Intealth is seeking a
Manager, Customer Service to lead and empower customer service teams supporting applicants, organizations, and other stakeholders across multiple service lines. Overseeing Customer Experience Supervisors and their teams, you will ensure timely, accurate, and consistent support across high-volume phone and email operations.
In this role, you will guide daily operations, strengthen team performance, and enhance the customer experience through coaching, data analysis, and collaboration. This is an opportunity to shape service delivery, support employee growth, and equip teams to meet evolving customer needs.
Qualifications:- At least 10 years of progressive experience in customer service, customer experience, or contact center operations.
- At least 5 years of leadership experience managing supervisors, team leaders, or equivalent operational leadership roles.
- Experience leading multichannel customer service operations, including phone and email support.
- Experience managing service levels, operational metrics, staffing resources, and employee performance.
- Experience collaborating with training, quality control, escalation management, and operational improvement teams.
- Familiarity with Customer Relationship Management (CRM) strategies and expertise in customer service technologies, including telephone and email platforms.
- Strong coaching, performance management, communication, collaboration, and problem-solving skills.
- Ability to interpret operational data and customer feedback, prioritize resources, and translate strategic direction into operational plans.
Education:- Bachelor's degree in Business Administration or a related field, or an equivalent combination of education and relevant professional experience. Required
Preferred Qualifications:- Relevant professional certifications or advanced education.
Job Duties & Responsibilities:- Lead, coach, and develop Customer Experience Supervisors, establishing clear performance expectations and accountability across their teams.
- Oversee Applicant Information Services operations, ensuring timely, accurate responses and effective ongoing communication with applicants and clients.
- Monitor service levels, responsiveness, productivity, quality, and staffing, directing action to address performance gaps and service risks.
- Use Calabrio tools to align resource allocation with service level agreements, customer demand, and organizational standards.
- Conduct performance evaluations, development planning, and employee engagement activities; support recognition, retention, and career growth.
- Ensure supervisors consistently manage attendance, productivity, quality, coaching, and employee performance.
- Partner with Customer Service Management, Training, Quality Control, Escalation Management, and Customer Service Optimization to achieve service goals.
- Review quality findings, customer feedback, and service trends; help develop satisfaction measurement tools and implement improvement actions.
- Ensure escalated customer issues are appropriately routed and addressed with relevant stakeholders.
- Partner with the AVP, Customer Experience on call center strategy, technology decisions, operating models, and service delivery structure.
- Translate strategy into operational plans and coordinate implementation of new tools, processes, and customer interaction channels.
- Collaborate with Information Services to resolve telephone and communication platform issues.
- Communicate ECFMG policy updates and ensure consistent execution of procedures and service standards.
- Stay informed of industry trends and emerging technologies, represent ECFMG at professional meetings as needed, and perform other assigned duties.
Join us in shaping the future of global medical education at Intealth. Apply today to make a difference! 
