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Contact Center Manager

3 months ago

Buffalo, United States Imagine Staffing Technology Full time
Job DescriptionJob DescriptionJob ProfileJob TitleContact Center ManagerLocationBuffalo, NYHire TypeDirect hireSalary$68-85KWork ModelOnsiteContact Phone(716) 256-1289Contact Emailadugenske@imaginestaffing.net Nature & Scope:Positional OverviewAre you ready to join one of WNY’s largest and most respected multi-specialty medical groups? Join a team that is committed to providing comprehensive, high-quality patient-centered care to improve the overall quality of the lives of patients.Our client, in downtown Buffalo, NY is seeking a Contact Center Manager, who will play a critical role in leading the contact center operations. This position requires a strategic leader who can manage a diverse team, including 3 supervisors and 40 agents, identify, plan and execute change, create and implement SOPs and drive performance improvements. The ideal candidate will have a proven track record in managing high-volume call centers, developing teams and improving processes in healthcare systems. Role & Responsibility:Tasks That Will Lead To Your Success
  • Lead and manage the contact center operations, ensuring high-quality service to patients, doctors, clinical staff and system colleagues.
  • Develop, implement and monitor standard operating procedures (SOPs), workflows and key performance indicators (KPIs) to enhance efficiency and effectiveness of the contact center.
  • Develop and implement a quality and workforce management system with the supervisors.
  • Coach, mentor and develop supervisors and team members focusing on skill enhancements and career growth opportunities.
  • Engage with the teams to foster a positive and productive work environment and culture.
  • Collaborate with healthcare professionals, practice managers and administrative staff to ensure seamless communication and resolution of issues.
  • Analyze contact center data and trends to identify opportunities for process improvements, service enhancements and patient experience transformations.
  • Ensure compliance with healthcare regulations and standards in all contact center activities.
  • Manage staffing levels and schedules to meet contact volume demands and service level agreements.
  • Oversee the integration of new technologies and systems to improve contact center operations and patient experiences.
  • Set clear objectives that are aligned with the health system’s priorities and goals and conduct regular performance reviews to provide constructive feedback.
Skills & Experience:Qualifications That Will Help You Thrive
  • Bachelor’s degree in Business Administration, Healthcare Administration, or a related field or equivalent experience required.
  • Minimum of 5 years of experience in a high-volume contact center, preferably in a healthcare environment to include at least 1 year of management experience.
  • Strong leadership and people management skills, with the ability to motivate and develop a diverse team
  • In-depth knowledge of contact center operations including SOPs, workflows, KPIs and contact center technologies
  • Experience using electronic medical record platforms
  • Excellent communication and interpersonal skills with the ability to engage with all levels of staff and external partners
  • Proven track record of process improvement and operational excellence
  • Familiarity with healthcare regulations and the ability to ensure compliance in contact center operations
  • Strong analytical and problem-solving abilities with a focus on data-driven decision making
  • Other duties as assigned