Contact Center Senior Manager

Guideway Care•Birmingham, AL

2d•Remote

About The Position

The Contact Center Senior Manager will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of service, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes in an effort to better support customers. The Contact Center Senior Manager should have exceptional communication, interpersonal, and customer service skills; as well as comprehensive knowledge of company policies and offerings. A successful Contact Center Senior Manager is focused on improving the team of representatives and call center practices, is observant and detail oriented, and possesses an understanding of the business, the products and services, and the issues representatives are facing. Sequence Health is a leading healthcare management company committed to serving our clients and their patients with high quality customer service using the latest computer and phone technology. We seek individuals that not only can perform work independently but also enjoy being part of a team and like to continuously learn and grow. We are growing and looking for people that want to grow with us. The mission at Sequence Health is to provide superior patient engagement solutions to healthcare organizations that significantly increase their lead capture, lead conversion to patient, and ultimately dramatically increase top line revenues while streamlining internal office operations.

Requirements

Bachelor’s degree. More education or experience in a related field may be preferred or substituted om lieu of a degree.
Proven leadership and management in a healthcare contact center setting.
Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
Knowledge of management principles and familiarity with company products, services, and policies.
Strong coaching and leadership skills, ability to motivate employees.
Strong analytical skills to interpret data and drive decisions.
Decisiveness and attention to detail.
Proficiency with the necessary technology (i.e. inContact), including computers, software applications, phone systems, etc.
Polite, professional phone voice.
Able to work remotely at home in a private HIPAA compliant workspace
Able to house company equipment needed to perform job
Broadband Internet Access
Internet download speed must be at least 24 mbps and upload speed at least 4 mbps
Ability to hear in normal range and wear a headset / earpiece
Good visual acuity to read computer screens, scripts, forms etc.
May sit 100% of the time when taking calls
Access to the electronic medical record (EMR) system may require the use of your personal mobile device for authentication purposes.

Responsibilities

Hiring, training, coaching, and leading call center supervisors as they provide support for customers and their agents.
Ensure adherence to healthcare regulations (HIPAA) and corporate SOPs.
Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
Answering supervisor’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by the supervisor.
Ensuring we have appropriate staff as we implement clients and assist in development of the training plan so agents can be successful when placed on new accounts.
Assisting other management team members in identifying trends and establishing call center goals.
Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
Oversee and ensure conflict resolution between associates and customers.
Monitor calls, review databases, ensure accuracy, and implement quality initiatives for constant service delivery.
Ensure that all employees follow the company's best practices for call center management and operations.
Communicate company goals to associates so every employee understands his or her role.
Build relationships with other departments, providers, and leadership to align operations with organizational goals.
Collaborate with BPOs and vendors to align corporate goals and execute services.
Oversee ARR of $2.5 million or higher.
Any other duties necessary to drive our values, fulfill our mission, and abide by our company values.

Benefits

Medical Insurance
Vision Insurance
Dental Insurance
Flexible Spending Account (FSA)
Company paid short- and long-term disability
Employee Assistance Program
Life Insurance
Accident insurance
and other voluntary benefit programs for employees and their eligible dependents.
401(k) retirement plan with a company match