Contact Center Manager, RN

Progyny•New York, NY

3d•$90,000 - $115,000•Hybrid

About The Position

Progyny is looking for a Contact Center Manager who will be responsible for managing multiple supervisors, ensuring the achievement of service-level targets, operational efficiency, inventory management and overall customer satisfaction. This role involves planning, team development, and performance management. Manage the day-to-day operations of the contact center, ensuring that all member impacting processes and procedures are optimized . This individual will be leading both Clinical and non-clinical team members Develop and implement strategies to improve productivity, member satisfaction, and operational efficiency Communicate a clear and consistent message regarding departmental goals and company policies to produce desired results Support training and development initiatives for all contact center agents Analyze contact center data and generate reports for senior management on performance metrics Work closely with other departments to enhance cross-functional processes and resolve customer-related issues Drive continuous improvement initiatives within the contact center Attend and serve as a liaison in Member Services impacting meetings and cross-functional collaborations Progyny (Nasdaq: PGNY) is a global leader in women’s health and family building solutions, trusted by the nation’s leading employers, health plans and benefit purchasers. We envision a world where everyone can realize dreams of family and ideal health. Our outcomes prove that comprehensive, inclusive and intentionally designed solutions simultaneously benefit employers, patients and physicians. Our benefits solution empowers patients with concierge support, coaching, education, and digital tools; provides access to a premier network of fertility and women's health specialists who use the latest science and technologies; drives optimal clinical outcomes; and reduces healthcare costs. Our mission is to empower healthier, supported journeys through transformative fertility, family building and women’s health benefits. Headquartered in New York City, Progyny has been recognized for its leadership and growth as a TIME100 Most Influential Company, CNBC Disruptor 50, Modern Healthcare's Best Places to Work in Healthcare, Forbes' Best Employers, Financial Times Fastest Growing Companies, Inc. 5000, Inc. Power Partners, and Crain's Fast 50 for NYC. For more information, visit www.progyny.com .

Requirements

5+ years of contact center experience, including 3+ years in a leadership role.
Must hold a valid RN license
Proven track record of improving customer service performance and efficiency
Excellent communication and leadership skills
Proven problem-solving and analytical skills
Strong understanding of contact center technology, analytics, and metrics
Candidates must be based in the United States.
Candidates must be authorized to work in United States without the need for sponsorship, now or in the future.

Nice To Haves

Fertility or Labor and Delivery experience preferred

Responsibilities

Manage the day-to-day operations of the contact center, ensuring that all member impacting processes and procedures are optimized
Develop and implement strategies to improve productivity, member satisfaction, and operational efficiency
Communicate a clear and consistent message regarding departmental goals and company policies to produce desired results
Support training and development initiatives for all contact center agents
Analyze contact center data and generate reports for senior management on performance metrics
Work closely with other departments to enhance cross-functional processes and resolve customer-related issues
Drive continuous improvement initiatives within the contact center
Attend and serve as a liaison in Member Services impacting meetings and cross-functional collaborations

Benefits

Family friendly benefits: Paid family and parental leave, preconception, fertility and family building benefits (including egg freezing, IVF, and adoption support), family and pet care fund, and Parents’ Employee Affiliation Group
Menopause and midlife care
Health, dental, vision and life insurance options for employees and family
Free in-person, virtual and text-based mental health and wellness support
Paid time off, including vacation, sick leave, personal days and summer flex time
Company equity
Bonus program
401(k) plan with company match
Access to on-demand legal and financial advice
Learning and development programs to help you grow professionally and a mentorship program
Company social events to include annual volunteer day and donation matching
Flex days (3 days a week in the office) and onsite meals and snacks for employees reporting into our NY office