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Executive Leader, Care and Call Centre Operations

2 months ago

Mastic Beach, New York, United States MyCareersFuture Full time
About the Role

As a key member of our team at MyCareersFuture, you will play a vital role in supporting the day-to-day operations of our CareHub. This includes being the point of escalation when required, in line with our service standards, key performance indicators (KPIs), developmental plans, and organizational policies.

Key Responsibilities
  • Operational Support: Provide support to the day-to-day operations of the CareHub, ensuring seamless delivery of services in line with our standards and KPIs.
  • Implementation and Project Management: Support the implementation of CareHub functions and IT systems, including monitoring and tracking of timelines, translating plans and requirements into actionable workflows, and developing/reviewing SOPs.
  • Change Management and Collaboration: Facilitate collaborative conversations and change management with stakeholders to further develop CareHub functions and facilitate adoption of new/improved workflows and SOPs.
  • Quality and Efficiency: Support the continuous development and implementation of projects and quality initiatives to enhance operational effectiveness and efficiency, with a focus on providing a positive customer experience in line with our standards and KPIs.
  • Risk Management: Incorporate risk management into workflows and SOPs to ensure the highest level of service delivery.
  • Training and Development: Ensure that Call Centre Officers are competent and trained in the most efficient and timely manner, supported by a relevant knowledge management system.
  • Data Visualization and Reporting: Data visualize and report CareHub KPIs and standards to stakeholders and senior management in a concise and timely manner.
  • Business Intelligence and Growth: Utilize data-driven approaches to identify opportunities and forecast growth areas/trends to further develop the CareHub.
  • Industry Scanning and Innovation: Keep abreast of current issues impacting the healthcare industry and conduct periodic scanning for new ways and modes to better support our residents and partners.
Requirements
  • Education: Bachelor's degree in any discipline.
  • Experience: Preferably with relevant Contact Centre/healthcare and operations-related experience.
  • Skills: Experience with project management, working collaboratively with stakeholders, ability to interpret data, visualize, and derive insights to drive outcomes, and proficiency with data visualization/processing and Microsoft suite of applications.