Call Center Manager
About The Position
The Manager of the Contact Center and Patient Engagement leads Centrum Health’s inbound and outbound patient appointment scheduling operations. This strategic and operational role is responsible for meeting organizational goals in a fast-paced, high-growth environment. Success is measured by delivering a high-quality patient experience while meeting service level agreements, improving call performance and resource efficiency, and adopting proven technologies to improve efficiency and results. The Manager also contributes to company operational targets and daily business decisions. The Manager executes the Contact Center’s operational vision, ensuring it meets patient and organizational needs. The role provides ongoing leadership and guidance to the team, including developing and documenting best practices. It manages Contact Center staff and an offshore vendor relationship. This is an on-site position in Doral.
Requirements
- At least 4 years of progressive advancement in contact center operations management.
- At least 2 years of experience managing contact center staff of at least 30.
- 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 with precision.
- Experience with analytically intensive operations projects.
- Proven ability to manage people and help them achieve their potential.
- Strong problem-solving, critical-thinking, creativity, and business acumen.
- Self-starter able to drive projects with minimal oversight.
Nice To Haves
- Strategy consulting experience.
- Vendor and offshore contact center management experience.
Responsibilities
- Provide dynamic leadership that mentors, develops, and guides team members to make effective use of every call.
- Oversee patient schedule management, including setting SLAs, developing effective processes, and providing input on strategic updates.
- Direct and manage Supervisors, Scheduling Center Agents, and other Contact Center personnel.
- Collaborate with IT to ensure operational processes and procedures support 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.
- Formulate policies and procedures that support efficient and effective Contact Center operations.
- Ensure compliance with HIPAA, the Privacy Act, regulatory guidelines, standards, and quality assurance programs.
- Manage Contact Center agents and the relationship with the offshore contact center vendor.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
