Contact Center Manager

Prism Vision Group•Spokane, WA

2d•$71,671 - $148,854•Onsite

About The Position

This exempt position is located at Spokane Eye Clinic which is part of Prism Vision Group. The Contact Center Manager's responsibility is to oversee the daily operations of the call center. This role is responsible for managing a team of call center representatives, ensuring high-quality customer service, optimizing performance metrics, and implementing process improvements. Strong leadership, problem-solving, and communication skills with a proven ability to drive team success in a fast-paced environment. Provide exceptional customer service while handling complex inquiries, escalations, and problem resolution. Assisting with training, process improvement, and ensuring overall team success.

Requirements

Bachelor’s degree in Business, Communications or related field preferred.
Minimum 5 years in a call center or customer service role, with at least 2+ years in a supervisory or managerial role.
Excellent verbal and written communications skills in English.
Must possess excellent, critical thinking, analytical, troubleshooting, problem resolution, and customer service skills.
Excellent interpersonal skills and ability to work effectively with physicians, co-workers, other departments and patients of all ages, and from across a broad range of cultural and social economic backgrounds.
Strong analytical and decision-making skills for resolving patient concerns.
Ability to show tolerance and sensitivity in stressful situations and safeguard confidential information in accordance with established policies and HIPAA regulations.
Proficiency in call center software, Microsoft Office, and data analytics tools.
Strong leadership and team management skills with the ability to motivate and develop staff.
Ability to manage multiple priorities in a fast-paced setting
Computer literate and ability to use multiple systems and acquire proficiency in multiple electronic systems.
Proficient with Microsoft Office Suite

Nice To Haves

Bi-Lingual a plus.

Responsibilities

Lead, mentor, and motivate a team of call center representatives to achieve performance goals.
Monitor team performance through KPIs such as call resolution time, customer satisfaction.
Conduct regular coaching, training, and performance evaluations to enhance team productivity.
Manage scheduling, workload distribution, and shift planning to ensure optimal staffing.
Manage complex customer inquiries, complaints, and escalations with efficiency and professionalism.
Ensure that patient interactions meet or exceed company quality standards.
Develop and implement customer service strategies to improve satisfaction and retention.
Handle escalated patient issues and work towards effective resolution.
Implement feedback mechanisms to improve the overall patient experience.
Analyze call center data and reports to identify trends, areas for improvement, and operational inefficiencies.
Develop and refine call scripts, training materials, and standard operating procedures (SOPs).
Implement automation and technology solutions to enhance call center efficiency.
Collaborate with other departments to align call center operations with company goals.
Ensure adherence to company policies, industry regulations, and compliance standards.
Prepare and present reports on call center performance, challenges, and recommendations to senior management.
Maintain accurate records of employee performance, customer interactions, and service metrics.
Assist in training and onboarding new call center representatives.
Monitor calls and provide feedback to improve team performance.
Meet and exceed key performance indicators (KPIs) such as customer satisfaction, resolution time, and call quality.
Assist in answering incoming calls and respond to patient inquiries in a professional and courteous manner.
Make outbound calls to follow up with customers, conduct surveys, or provide information as needed.
Maintain a positive and empathetic approach when dealing with customers.
Adhere to HIPPA standards related to patient privacy and confidentiality.
Work collaboratively with other departments to address customer concerns effectively.
Comply with company policies and standards.