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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service operations management, team leadership, and process improvement to enhance client satisfaction and operational efficiency. Proven ability to develop strategies, monitor performance metrics, and foster stakeholder relationships within community-based programs.
Highest-signal resume keywords
Customer Service ManagementTeam LeadershipProcess ImprovementPerformance Metrics MonitoringGovernment Contract Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
End User SupportOperational Strategy DevelopmentTraining and DevelopmentClient Satisfaction MeasurementCommunity Stakeholder Engagement
Soft Skills
CommunicationCollaborationProblem-SolvingRelationship Building
Industry Keywords
Targeted Case ManagementCommunity-Based LivingClient ServicePerformance TargetsGrievances and Appeals
About the role
Key responsibilities & impact- Serve as Customer Service Director for the Illinois Targeted Case Management Program contract
- Oversee and optimize customer service operations to ensure exceptional support and satisfaction for community members
- Lead a team including community liaisons, grievances and appeals specialists, and contact center client service specialists
- Direct and manage the Customer Service team, including four Community Liaisons and one Contact Center Supervisor
- Provide dotted-line management and support to the marketing specialist
- Develop and implement strategies to enhance customer service delivery and client satisfaction
- Identify process improvements and lead initiatives to streamline operations and increase efficiency
- Supervise Community Liaisons and foster relationships with community stakeholders
- Collaborate with the Contact Center Supervisor on day-to-day operations
- Monitor performance metrics and implement corrective actions to meet SLAs and performance targets
- Conduct training and development sessions
- Serve as primary contact for client service matters and liaise with internal and external stakeholders
- Prepare and present reports on team performance, client satisfaction, and operational metrics to senior management
- Support the Illinois Tailored Care Management Program helping individuals with complex health and social needs transition to community-based living
Requirements
What you’ll need- Four-year degree in Computer Science, Information Systems, business, or related field and/or equivalent training and/or experience
- 3–5 years’ experience providing end user support
- 7–10 years’ experience managing a professional support staff
- Ability to travel locally and overnight up to 20%
- Experience with government contracts preferred
- Must not require sponsorship for work authorization now or in the future
Benefits
Comp & perks- Employee ownership through a 100% employee-owned company
- Benefits and other compensation available; details provided in Telligen's Benefits Summary
- Equal Opportunity Employer
- Reasonable accommodations during the employment process
- Human-reviewed application evaluation