When you examine the hierarchy at Centris, one of the more complex, more involved positions belongs to the Manager. Not only are they tasked with acting as a bridge for the client to the operation, they are charged with informing and motivating their team.
First, there is the relationship between Manager and client. As is typical, the client cannot be in our facilities every day or even every week; therefore, the Manager is the point-of-contact and one who conveys the client’s message and goals to the rest of the team. Because a manager essentially represents the client, there is an enormous amount of trust placed on that relationship.
It begins with communication and understanding the client’s needs during each interaction. On any given day, a Manager may convey a change in a product or service, go over performance data, or relay a client’s expectations for the quarter. It is a constant dissemination of small, bite-sized pieces of information to complex, overall goals – and it’s a responsibility our managers take very seriously.
Next is the relationship between the Manager and their team. From Supervisors to Quality Assurance agents to Customer Service Representatives, the Centris Manager makes sure the entire team stays up-to-date on the product or service they are representing. Depending on the client, there can be numerous changes to an account, so Managers are also responsible for keeping the team engaged and motivated.
Our Managers lead by example which means tone and manner are always top of mind. We ask our CSR’s to use a friendly, polite and professional tone when they are taking care of customers. Managers are no different. When interacting with their team members, it all starts with tone and manner – one that is professional, respectful and courteous.
So what does success mean to a Manager? Like their job description, success isn’t just one thing or one outcome. With the client, success means they are thrilled with Centris, how their product or service is represented, and how their customers are taken care of. When it comes to success with their employees, it means that every caller walks away with a smile on their face because their expectations were exceeded and the issue was resolved. It also means the employee feels valued and rewarded for their efforts.
Whether acting as a bridge, a conduit, or a motivator, the role of Manager is one of the most important positions we have at Centris. And we are extremely proud of those who hold the title within our company.
