Senior Support Manager, Customer Service

Job overview

The Senior Support Manager role is hybrid, with onsite days on Mondays and Fridays at either the Oak Brook, IL office or the West Des Moines, IA office. Compensation is not specified. The role leads customer service for Telligen's Illinois Targeted Case Management Program, which supports people with complex health and social needs transitioning to community-based living. The manager oversees customer service operations and teams, improves service delivery, and monitors performance against service levels and targets. The role coordinates community outreach and contact center support to help program members access coordinated services and live more independently.

What you'll do

• Direct the Customer Service team, including Community Liaisons and Contact Center Supervisor
• provide dotted-line support to the marketing specialist
• develop service strategies and process improvements
• supervise community outreach and stakeholder relationships
• coordinate with the Contact Center Supervisor
• monitor performance metrics and implement corrective actions
• conduct training
• serve as primary contact for client service matters
• report performance, satisfaction, and operational metrics.

What we're looking for

Skills & competencies

senior support manager

customer service director

hybrid

illinois targeted case management program

community liaisons

contact center

customer service operations

west des moines ia

oak brook il

monday and friday onsite

travel up to 20%

telligen

Work arrangement

• Weekend coverage required

Benefits & perks

• Telligen describes a general benefits package in its Benefits Summary
• specific benefits are not detailed in the posting.

Why this role

Hybrid schedule requires onsite work Mondays and Fridays at either Oak Brook, IL or West Des Moines, IA; local and overnight travel up to 20%.

About the employer

Telligen is hiring for this role. Industry: Process, Physical Distribution, and Logistics Consulting Services. Sector: 54.