Call Center Manager

The Manager of the Contact Center and Patient Engagement will be the strategic thought partner and leader overseeing Centrum Health's scheduling operations for an inbound and outbound patient appointment scheduling contact center. This leader will demonstrate strategic vision and operational excellence to meet strategic goals in a fast-paced, high-growth environment. 

The Manager’s success is measured by the organization’s ability to provide a high-quality patient experience while meeting Service Level Agreements (SLA), improving call performance, improving resource efficiency, and adapting new proven technologies to increase efficiency and achievement of metrics. In addition, this role actively contributes to the overall company operational targets and daily business decisions. 

The Contact Center Manager executes the vision for the operation ensuring the Contact Center meets customer and organization needs. The successful Manager is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities. 

Role Responsibilities: 

• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call.
• Oversee executional aspects of patient schedule management including setting SLAs, building effective processes leading to positive outcomes, and providing input on strategic updates.
• Direct and manage a team that includes Supervisors, Scheduling Center Agents, and other Contact Center personnel.
• Collaborate with IT to ensure smooth operational processes and procedures to ensure the ability to successfully serve patients during all operating hours.
• Oversee outbound and inbound call strategy including staffing, call prioritization, and efficacy to meet or exceed goals and KPIs.
• Actively oversee the hiring process for new team members.
• Partner with leadership to develop function-specific orientation and training programs for Contact Center Agents.
• Formulate policies and procedures that guide the Contact Center operations team and leads to efficient and effective performance.
• Ensure compliance with regulatory guidelines (HIPAA and Privacy Act) and standards and with other quality assurance programs.

SUPERVISORY RESPONSIBILITIES 

Managing a staff of contact center agents in addition to managing the vendor relationship with the offshore contact center.  This is an on-site position in Doral.

EDUCATION, TRAINING, AND PROFESSIONAL EXPERIENCE 

• 4+ years of progressive advancement in contact center operations management; strategy consulting experience is a plus
• At least two years managing contact center staff of at least 30.
• Experience using data to manage SLAs and KPIs.
• Vendor and offshore contact center management experience is preferred.
• Bilingual in English and Spanish.
• Strategic and analytical thinker with experience building strong systems and processes and precision in execution
• Experience with analytically heavy operations projects
• Proven track record managing people to achieve their highest potential
• Strong problem-solving, critical thinking, creativity, and business acumen
• Self-starter with the ability to drive projects with minimal oversight
• Comfort with and excitement for building new things