Manager Contact Center
Company: Shield California Health
Location: Elmhurst
Posted on: June 25, 2022
Job Description:
Since 1957, Shield Healthcare has provided high-quality
healthcare services while focusing on customer satisfaction and
employee achievement. We are dedicated to fulfilling the medical
supply needs of consumers and the caregiving community while
maintaining a 99% overall customer satisfaction rating.
Shield HealthCare is looking for a Contact Center Manager for our
Carrollton, TX Central Regional Operations Center. The primary
functions of this position are managing contact center operations
to include people, processes, and technology, to maximize revenue,
customer satisfaction, and the center's efficiency.JOB
RESPONSIBILITIES:
- Implement the Contact Center's operating strategy by developing
short- and long-term tactical goals
- Manage the call center to achieve reorder and customer service
targets
- Conduct effective planning to maximize the productivity of
resources
- Track and measure productivity and evaluate performance with
key metrics
- Identify opportunities for improvement in people, processes,
and systems and suggest solutions
- Participate in staff hiring process
- Oversee training of all call center staff
- Train, mentor, and develop direct reports
- Create a welcoming and motivating environment for employees to
ensure employee satisfaction
- Discipline and discharge personnel
- Oversee development of departmental policies and
procedures
- Coordinate the implementation and improvement of customer
service systems
- Direct and oversee the Quality Assurance program to ensure that
program goals and quality service are being achieved
- Provides post-event reports, analysis, and regular status
reports on contact center operations
- Analyze Press-Ganey customer service reports
- Deliver performance reviews to staff and oversee preparation of
performance reviews by the SupervisorsQUALIFICATIONS:
- BA/BS degree in Business Administration, Management, or related
discipline preferred
- 4+ years management experience, preferably in a call center
environment
- 5+ years' experience in a customer service/call center
environment
- Strong organizational, communication, and leadership
skills
- Strong people management and development skills; ability to
mentor, coach, and motivate others
- Customer-centric perspective
- Sense of urgency
- Proficient in MS OfficeBENEFITS:
- Medical, Dental, and Vision
- 401(k) with Company Match
- Sick and Vacation Days
- Flexible Spending Account
- Life & Disability Insurance
- Education AssistanceCareer-minded individuals will find our
business challenging and our reputation for excellence just one of
the rewards we have to offer. To further enhance this tradition of
excellence, our employees participate in continuous training and
development programs in a variety of disciplines.
PI182896819
Keywords: Shield California Health, Elmhurst , Manager Contact Center, Executive , Elmhurst, Illinois
Didn't find what you're looking for? Search again!
Loading more jobs...