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Job Summary:
Responsible for managing and overseeing a team of schedules (or specialty team members) and their daily activities. Support running of the contact center operations to ensure we provide exceptional customer service to patients, doctors, and imaging center staff. Is responsible for supporting the running of the day-to-day operations of the contact center including implementing, reviewing, and improving policies, procedures and overall service standards. Accountable for achieving team performance goals, contact center operational goals and responsible for making decisions regarding hiring, coaching and counseling employees. Positive leads team, coaching and counseling of team members and support execution of strategic initiatives minimizing impact to our customers, employees and operations.
Core Work Activities:
- Leads team of employees including hosting team huddles, individual wraps, hiring, coaching, counseling and termination.
- Responsible for Manager of Duty shifts ensuring contact center exceeds performance goals including calls handles, calls abandoned, AHT, TTA, calls handled by agents, specialty team performance.
- Manages daily operation of phone system, runs report, update daily stats, and runs ad-hoc reporting as needed.
- Troubleshoots and escalates all phone and systems issues in a timely manner.
- Provides feedback in a timely manner regarding team operation including success metrics tied to initiatives, performance management, goal setting, monitoring of performance that will provide successful results.
- Understands every aspect of the business including workflow, RIS, goals and performance results, and reporting, etc.
- Leads and implements development plan for team members.
- Facilitates stay interview with team members.
- Manages, motivates and supports all staff to succeed.
- Provides input on Employee Performance Reviews and ensures reviews and coaching sessions are completed on time.
- Actively and positively participates in execution of engagement activities (i.e., Employee Appreciation Week).
- Responsible for time card processing and attendance tracking.
- Manages time effectively and efficiently.
- Lead project beta testing or pilot, as requested. Have intimate knowledge of project initiative, impact, and results and update contact center leadership on execution of effort.
Requirements (Knowledge, Skills & Abilities):
- Proven excellent leadership and interpersonal skills; able to inspire and motivate employees.
- Being able to lead in an agile and fast paced environment.
- Being able to adapt and absorb change quickly and lead staff throughout change; needs to be a change champion.
- Must be able to positively embrace strategic initiatives and execute as scheduled; able to accurately reporting findings and success metrics.
- Must be able to type accurately with precise data entry skills.
- Must demonstrate professionalism and the ability to multi-task and work under pressure effectively. Ability to maintain confidentiality of patient and employee information.
- Ability to understand scheduling process and specialty work.
- Excellent telecommunication, verbal communication and demonstrated organizational skills.
Education and Experience:
- 5+ years of contact center management experience preferred.
Preferred:
- Experience with project management approaches, tools and phases of the project lifecycle.
- Strong experience and aptitude in various Windows-based programs
- Outstanding written and verbal communication skills.
- Excellent organizational/planning management skills.
- Ability to present ideas and information in a concise, organized way.
Job Type: Full-time
Pay: $45,000.00 – $55,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
- Weekend availability
Work Location: One location
