Manager Contact Centre (US Shift)

Manager Contact Center (US Shift) ESSENTIAL FUNCTIONS:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily with or without accommodation. The requirements listed below are representative, but not all inclusive, of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

• Provide strong, dynamic leadership that mentors, develops, and guides team members to successfully convert all calls (inbound and outbound).
• Responsible for development and administration of annual department budget to attain business goals with operational stability.
• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and team member development.
• Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance.
• Proven experience managing metrics, ensuring patient satisfaction, and reporting statistical performance levels related to Contact Center.
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.
• Coordinate analytic, strategic and technical resources to meet patient/organization expectations and ensure satisfaction.
• Find and optimize opportunities to improve conversion.
• Ensure compliance with regulatory agency guidelines and standards.

Other duties as assigned by management.

QUALIFICATIONS: REQUIRED:

• Bachelors degree, plus minimum 7 years of experience in contact/call center leadership, or

equivalent combination of education and work experience.

• Effective leadership and analytical skills including working knowledge of financial statement

analysis, staffing models, scheduling, and telecom opportunities.

• Exceptional ability to develop and manage results-oriented training programs.
• Strong mentoring and relationship building skills with ability to effectively manage group and

interpersonal conflict situations.

• Strong interpersonal, written and oral communications skills.
• Computer Skills: Microsoft Outlook and Word with advanced Excel skills.
• Ability to travel to clinics or meetings as required