Contact Center Manager - SME

ASM Research

5d

About The Position

Assists the Director of Contact Center Operations to effectively manage the
contact center and provides direct supervision and leadership to Contact Center
Supervisors.

Requirements

• Master's degree in mental health-related field
• Current, unrestricted state Licensure granting authority to provide counseling services as an independent practitioner in respective field required. Certified Employee Assistance Professional (CEAP) preferred.
• Minimum 15 years' experience in mental health-related field with minimum of 5 years' experience in supervisory or leadership position in a call/contact center. Minimum of 3 years full-time post-licensure counseling experience and demonstrated current counseling and supervisory competence preceding employment with the Military OneSource Program.
• Must be a U.S. Citizen and fluent English speaker.
• Knowledge of mandated procedures for child and elder abuse situations
• Exceptional written and verbal communication skills
• Solid working knowledge of computer software (Microsoft Office business suite to include Outlook, Word, Excel, PowerPoint, and Project)
• Excellent organization and time management skills
• Comply with all HIPAA regulations
• Ability to obtain a Public Trust clearance
• Possesses strong customer service skills, knowledge of Contact Center operations, and knowledge and understanding of military lifestyle

Nice To Haves

• Certified Employee Assistance Professional (CEAP) preferred.
• Fluency in Spanish preferred.
• Familiarity in core services areas of child development, parenting, adoption, education, and service for older adults

Responsibilities

• Monitors quality and performance in accordance with defined SLAs and metrics, and supports performance improvement via training, coaching, consultation, and facilitating peer-to-peer learning forums.
• Serves as first level of response for issues requiring escalation by the Triage Supervisors (e.g., contacts indicative of potentially harmful incidents and/or requiring mandated reporting, crisis, participant dissatisfaction)
• Reviews and approves shift schedules to ensure adequate coverage and most effective, efficient use of Contact Center Triage Consultants
• Delivers coaching and feedback to supervisors, and completes performance reviews according to company and organizational guidelines
• Collaborates with the workforce management team to create and distribute contact center data and metrics to Military OneSource Leadership
• Energizes and motivates employees, as well as reinforces quality and customer service standards
• Oversees functions of Customer Contact Center to include assigning staff shifts and schedules and ensures all issues are properly documented and effectively resolved
• Participates in staff meetings and clinical conferences. Acts as a liaison between staff and other management and leadership to communicate performance, results, ideas and solutions
• Acts as mentor for Triage Supervisors

What This Job Offers

• Job Type: Full-time
• Career Level: Manager