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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.


Keywords: Shield California Health, Elmhurst , Manager Contact Center, Executive , Elmhurst, Illinois

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