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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 goalsManage the call center to achieve reorder and customer service targetsConduct effective planning to maximize the productivity of resourcesTrack and measure productivity and evaluate performance with key metricsIdentify opportunities for improvement in people, processes, and systems and suggest solutionsParticipate in staff hiring process Oversee training of all call center staff Train, mentor, and develop direct reportsCreate a welcoming and motivating environment for employees to ensure employee satisfactionDiscipline and discharge personnelOversee development of departmental policies and procedures Coordinate the implementation and improvement of customer service systemsDirect and oversee the Quality Assurance program to ensure that program goals and quality service are being achievedProvides post-event reports, analysis, and regular status reports on contact center operationsAnalyze Press-Ganey customer service reportsDeliver performance reviews to staff and oversee preparation of performance reviews by the Supervisors QUALIFICATIONS:BA/BS degree in Business Administration, Management, or related discipline preferred4+ years management experience, preferably in a call center environment5+ years' experience in a customer service/call center environmentStrong organizational, communication, and leadership skillsStrong people management and development skills; ability to mentor, coach, and motivate othersCustomer-centric perspective Sense of urgencyProficient in MS Office BENEFITS:Medical, Dental, and Vision 401(k) with Company Match Sick and Vacation Days Flexible Spending Account Life & Disability Insurance Education Assistance Career-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. PI182896991

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

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