Responsible for the successful operation of a customer contact management site managing both in an office and virtual. Establishes and clearly communicates across the divisions call center strategy and key performance indicators to the contact center team at all levels. Provides feedback regarding operations to include budgeting, goal setting, performance management, policies and procedures and monitoring overall performance to lead to successful results. Supports both internal and external customers in achieving service level, key performance indicators, metrics, quality goals, caller/patient satisfaction, and budgetary goals. Responsible for implementation and maintenance of call systems, policies and procedures within the site including development, implementation, and continual improvement of processes in alignment with organizational strategy to aid in the achievement of the divisions strategic and tactical business goals. Responsible for leading process improvement efforts within the call center. Provides leadership and management to call center staff and associates; seeks to achieve overall staff satisfaction; provides development to supervisory team; ensures training and development for supervisors and associates.

 

Position Qualifications:

Minimum Education:

Minimum Experience:

5-7 years operations and management experience in a mid to large customer contact/call center

Preferred Education:

Master’s degree in business or a related field

Preferred Experience:

Management experience in a healthcare provider or payer setting

Skills/Abilities:

• Demonstrated strong fiscal management skills in a P&L environment.


• Excellent leadership and interpersonal skills.


• Excellent verbal and written communication skills.


• Demonstrated strong facilitation and presentation and training skills.


• Demonstrated strong project management and planning skills in order to successfully manage multiple, simultaneous projects.


• Demonstrated strong ability to analyze processes, enact change, work in a start-up and changing environment, and think operationally and strategically to achieve business goals.


• Demonstrated ability to manage small to midsize staff in a call center site environment and to work effectively as a business partner within a larger framework.


• Demonstrated leadership over multi-functional departments to include IT, Telephony, Facilities, Training, Quality Assurance, Recruiting and HR.


• Demonstrated ability to successfully manage excellent customer relationships.


• Knowledge of best practices for call center industry, technology, telecom, call center operations, call center training, and facilities management.