Call Center Manager

Centrum Health • Doral, FL

7d • Onsite

About The Position

The Manager of the Contact Center and Patient Engagement leads Centrum Health’s inbound and outbound patient appointment scheduling operations. The role provides strategic direction and operational oversight in a fast-paced, high-growth environment, with success measured by patient experience, service-level performance, call performance, resource efficiency, and effective adoption of technologies that improve efficiency and results. The manager also contributes to company operational targets and daily business decisions, and ensures the contact center meets patient and organizational needs while developing and documenting best practices.

This is an on-site position in Doral. The manager leads contact center staff, including supervisors and scheduling agents, and manages the relationship with an offshore contact center vendor. The role collaborates with IT and organizational leadership to maintain effective processes, staffing, training, and operations, while ensuring compliance with applicable regulatory and quality standards.

Requirements

• At least 4 years of progressive advancement in contact center operations management.
• At least 2 years managing contact center staff of at least 30 people.
• Experience using data to manage SLAs and KPIs.
• Bilingual in English and Spanish.
• Strategic and analytical thinking, with experience building strong systems and processes and executing precisely.
• Experience with analytically intensive operations projects.
• A proven track record of managing people to achieve their potential.
• Strong problem-solving, critical-thinking, creativity, and business-acumen skills.
• Ability to work independently and drive projects with minimal oversight.
• Comfort with and enthusiasm for building new things.

Nice To Haves

• Strategy consulting experience.
• Vendor and offshore contact center management experience.

Responsibilities

• Provide dynamic leadership, mentoring, development, and guidance to team members to make effective use of each call.
• Oversee patient scheduling operations, including setting SLAs, building effective processes, and providing input on strategic updates.
• Direct and manage supervisors, scheduling center agents, and other contact center personnel.
• Collaborate with IT to support operational processes and procedures that enable patient service during all operating hours.
• Oversee inbound and outbound call strategy, including staffing, call prioritization, and effectiveness, to meet or exceed goals and KPIs.
• Actively oversee hiring for new team members.
• Partner with leadership to develop function-specific orientation and training programs for contact center agents.
• Develop policies and procedures that support efficient and effective contact center operations.
• Ensure compliance with HIPAA, the Privacy Act, regulatory guidelines, and quality assurance programs.
• Manage contact center staff and the offshore contact center vendor relationship.
• Develop and document operational best practices.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed