Contact Center Manager

Corewell Health • Grand Rapids, MI

1d • Onsite

About The Position

The Contact Center Manager provides leadership and direction to cross-functional (clinical and non-clinical) Customer Care Center (CCC) Supervisors to ensure Priority Health's goals and standards are met. This role facilitates the development of cross-functional work teams and acts as a change agent to improve the overall customer experience. Key responsibilities include managing customer care training and quality resources for operational effectiveness. The manager develops supervisors into effective coaches, facilitators, and motivators, fostering accountability for quality and service level goals, and removing barriers to team objectives. They are responsible for providing a forum for staff communication, ensuring consistent best practices, and conducting regular performance meetings. The position involves interviewing, hiring, coaching, performance management, engagement, and retention of team members to maintain acceptable service levels in a production, in-bound call center. The manager partners with the Manager, C/S Operations to implement performance tracking tools, educate teams on policy changes and company initiatives, and ensure consistent application of operational policies. They identify customer issues, determine root causes, and implement solutions to enhance the customer experience. Additionally, the role involves analyzing call volume, shrinkage, and staffing reports to optimize schedules, implementing creative scheduling solutions, managing staffing ratios, and overseeing staff allocations across multiple centers, including evening and weekend hours. The manager is also tasked with developing and implementing technologies and processes to transform customer service while maintaining sound quality assurance practices, and navigating the organization to solve issues or recommend process improvements for customer experience and business efficiencies.

Requirements

• Bachelor's Degree or equivalent in health insurance or managed care environment.
• 5 years of relevant experience in coaching and creating accountability of direct staff
• 5 years of relevant experience in dealing with employee relationship issues and providing appropriate guidance using human resource policies

Nice To Haves

• 5 years of relevant experience managing a call center
• Master's Degree

Responsibilities

• Develop supervisors to be effective coaches, facilitators and motivators for their teams.
• Service as coach, facilitator and motivator to the Customer Care Center Supervisors to create accountability for meeting quality and service level goals on a consistent basis.
• Remove barriers that result in team not achieving both individual and group objectives.
• Provide a forum for all customer care staff to receive Priority Health information and provide direction and vision on how their performance directly links to the status of the plan's performance and results.
• Ensure consistency of best practices across the teams.
• Ensure that employee one-on-one and team specific meetings are routinely scheduled to discuss performance results, service and operational issues and provide all team members the opportunity to explore alternative approaches to exceed the current performance of team members on a monthly basis.
• Identify successes and areas for improvement.
• Implement appropriate counseling and performance improvement action plans according to human resource regulations and guidelines.
• Responsible for interviewing, hiring, coaching, performance management, engagement and retention of team members to maintain acceptable service levels in a production, in-bound call center.
• Partner with Manager, C/S Operations to ensure performance tracking and trending tools are in place to allow for daily monitoring of the team's performance level for all functions to ensure that departmental standards are met.
• The partnership with the Customer Care Center Operations team includes effectively educating team on an ongoing basis relative to day-to-day changes, company initiatives and communications (internal and external) that may directly affect their interpretations of policy changes or benefit clarifications to members and employers.
• Ensure consistency exists with the application of operational policies and procedures with the team.
• Identify customer issues, determine root cause and implement effective solutions to improve the customer experience.
• Partner with Manager, C/S Operations to analyze call volume, shrinkage and staffing reports provided by workforce management tools to ensure schedules are optimized based on trends.
• Implement creative solutions to fill gaps in scheduling.
• Manage staffing ratios and utilization/optimization to ensure customer service goals are met.
• Oversees staff allocations between multiple centers, including evening and weekend hours.
• Develop and implement technologies and processes to transform customer service while ensuring sound quality assurance practices.
• Effectively navigate the organization to solve issues or recommend process improvements on behalf of the customer experience and/or drive efficiencies for the business.

Benefits

• Comprehensive benefits package to meet your financial, health, and work/life balance goals.
• On-demand pay program powered by Payactiv
• Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!
• Optional identity theft protection, home and auto insurance, pet insurance
• Traditional and Roth retirement options with service contribution and match savings

What This Job Offers

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