Contact Center Director

4 weeks ago


Owings Mills, Maryland, United States CNTCTR East Mil Full time
Job Description

CNTCTR East Mil is seeking a dedicated Contact Center Team Manager to oversee the daily operations of our contact center. This is an exciting opportunity for a motivated professional to join our team and contribute to our mission of delivering exceptional patient care and experience.

Key Performance Indicators (KPIs)
  • Call abandonment rate: < 5%.
  • First call resolution (FCR): > 80%.
  • Average handle time (AHT): < 3 minutes.
Requirements
  • Bachelor's degree and/or 1+ year of contact center management experience.
  • Proven ability to analyze complex data sets and develop actionable insights.
  • Strong communication and interpersonal skills, with a focus on building strong relationships with patients, guests, and colleagues.

Compensation: $70,000 - $90,000 per year, depending on experience.



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