Contact Center Manager

This exempt position is located at Spokane Eye Clinic which is part of Prism Vision Group.

Compensation Range: $71,670.53 - $148,854.19 (Dependent on Experience)

The Contact Center Manager's responsibility is to oversee the daily operations of the call center. This role is responsible for managing a team of call center representatives, ensuring high-quality customer service, optimizing performance metrics, and implementing process improvements. Strong leadership, problem-solving, and communication skills with a proven ability to drive team success in a fast-paced environment. Provide exceptional customer service while handling complex inquiries, escalations, and problem resolution. Assisting with training, process improvement, and ensuring overall team success.

ROLE AND RESPONSIBILITIES

• Lead, mentor, and motivate a team of call center representatives to achieve performance goals.
• Monitor team performance through KPIs such as call resolution time, customer satisfaction.
• Conduct regular coaching, training, and performance evaluations to enhance team productivity.
• Manage scheduling, workload distribution, and shift planning to ensure optimal staffing.
• Manage complex customer inquiries, complaints, and escalations with efficiency and professionalism.
• Ensure that patient interactions meet or exceed company quality standards.
• Develop and implement customer service strategies to improve satisfaction and retention.
• Handle escalated patient issues and work towards effective resolution.
• Implement feedback mechanisms to improve the overall patient experience.
• Analyze call center data and reports to identify trends, areas for improvement, and operational inefficiencies.
• Develop and refine call scripts, training materials, and standard operating procedures (SOPs).
• Implement automation and technology solutions to enhance call center efficiency.
• Collaborate with other departments to align call center operations with company goals.
• Ensure adherence to company policies, industry regulations, and compliance standards.
• Prepare and present reports on call center performance, challenges, and recommendations to senior management.
• Maintain accurate records of employee performance, customer interactions, and service metrics.
• Assist in training and onboarding new call center representatives.
• Monitor calls and provide feedback to improve team performance.
• Meet and exceed key performance indicators (KPIs) such as customer satisfaction, resolution time, and call quality.
• Assist in answering incoming calls and respond to patient inquiries in a professional and courteous manner.
• Make outbound calls to follow up with customers, conduct surveys, or provide information as needed.
• Maintain a positive and empathetic approach when dealing with customers.
• Adhere to HIPPA standards related to patient privacy and confidentiality.
• Work collaboratively with other departments to address customer concerns effectively.
• Comply with company policies and standards.

POSITION QUALIFICATIONS

Education: Bachelor’s degree in Business, Communications or related field preferred.

Experience: Minimum 5 years in a call center or customer service role, with at least 2+ years in a supervisory or managerial role.

KNOWLEDGE/SKILLS/ABILITIES

• Excellent verbal and written communications skills in English. Bi-Lingual a plus.
• Must possess excellent, critical thinking, analytical, troubleshooting, problem resolution, and customer service skills.
• Excellent interpersonal skills and ability to work effectively with physicians, co-workers, other departments and patients of all ages, and from across a broad range of cultural and social economic backgrounds.
• Strong analytical and decision-making skills for resolving patient concerns.
• Ability to show tolerance and sensitivity in stressful situations and safeguard confidential information in accordance with established policies and HIPAA regulations.
• Proficiency in call center software, Microsoft Office, and data analytics tools.
• Strong leadership and team management skills with the ability to motivate and develop staff.
• Ability to manage multiple priorities in a fast-paced setting
• Computer literate and ability to use multiple systems and acquire proficiency in multiple electronic systems.
• Proficient with Microsoft Office Suite

WORK ENVIRONMENT

An office environment with a controlled atmosphere. Possible exposure to staff or patients with communicable diseases and blood borne pathogens.