About the position
Responsibilities
• Responsible for reviewing call statistics, staffing models and reporting, including productivity analysis, workforce management reports, and contact center trend analysis.
• Communicates with internal client management team and external clients; receiving and documenting any concerns or questions regarding departmental procedures and quality of service.
• Exercise leadership and motivate supervisors and team members to incorporate vision, strategic planning, and elements of quality management into the department's activities.
• Responsible for assisting the supervisors with meeting department service level requirements.
• Work closely with clients, emerging team members and management through side-by-side review and coaching.
• Oversees departmental policies, practices, procedures, and work rules according to approved department and hospital policies.
• Maintains and coordinates daily team huddles to sustain a culture of collaboration, staff appreciation, and ongoing communication.
Requirements
• High school diploma or GED.
• 5-7 years of experience in contact center environment.
Nice-to-haves
• 3-5 years of experience in healthcare industry, customer service industry and contact center operations management.
• Experience with managing a remote workforce in a 24/7 operation.
• Experience with Business to Consumer Marketing.
• 2-4-year college degree.
Benefits
• Medical, dental, vision, disability, life, and business travel insurance.
• Paid time off (vacation & sick leave) - min of 12 days per year.
• 401k with up to 6% employer match.
• 10 paid holidays per year.
• Health savings accounts, healthcare & dependent flexible spending accounts.
• Employee Assistance program, Employee discount program.
• Voluntary benefits include pet insurance, legal insurance, accident and critical illness insurance, long term care, elder & childcare, AD&D, auto & home insurance.
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