Job Openings

Call Center Manager

Job ID: BH407886

Category: Call Center, Customer Service

Specialty: Other

Manager, Service Center Operations

Summary of Duties:  Position Reports to the Director, Service Center or designee. Responsible for the management and development of team leads, and Service Center advisors, as well as all other operational management associated with day to day contact operations with the ability to identify opportunities to streamline internal operations. Develop strategic partnerships with current practices and field personnel. Ensure compliance with all program service level agreements for service quality. Responsible for the development and implementation of all operational strategy to help drive performance, create a positive work environment and overarching contact center controls and processes are aligned with corporate and practice agreed upon standards.

Essential Functions:

  1. Maximize the quality of staff performance:

Supervise the performance of all assigned staff in the Service Center to provide comprehensive, quality service to all internal/external customers. Responsible for all hiring and termination decisions within the areas designated above. Coordinate and prioritize assigned activities to achieve maximum productivity.  Supervise and monitor the daily activities of assigned personnel. Ensure that departmental goals are met by analyzing and reporting individual and group performance results utilizing call recording and other reporting functionality. Hold employees accountable for their performance by evaluating, coaching and counseling and documenting as appropriate, including all steps of the Corrective Action process. Actively support the Career Ladder philosophy.  Partner with the Quality, Learning & Development team to determine coaching, feedback and training needs and monitor performance improvement cycle for reps with performance gap.

  1. Support internal relationship management with Service Center stakeholders:

Interface with key physicians to determine needs and develop protocols responsive to those needs as well as to provide feedback on the needs of regional referring physicians and to negotiate their support of those needs.  Consistently respond to provider and staff requests in a timely manner.  Interface with IT and Telecommunications to identify and implement telephone/data solutions to maximize and ensure continuity of service.

  1. Ensure the Service Center consistently delivers superior consumer experience:

Set performance expectations with staff for consumer experience and holds employees accountable. Identify opportunities for improvement and works with staff to address and maintain improvement.  Proactively identify/respond to service delivery failures using appropriate service recovery strategies.  Maintain database of current policies, procedures and practices to ensure accurate information is given to Service Center staff.

  1. Regularly monitor performance and identify areas for improvement 

Monitor performance data to ensure service commitments, both in terms of speed and quality of delivery, are being met and exceeded.  Regularly share key insights with Service Center leadership and staff.  Use data to make recommendations for process changes or new technology requirements to support improvement.  Implement methods designed to effectively gather and assess consumer feedback.

Education and/or Experience: Bachelor’s Degree in business or health care preferred. A minimum of five to seven years progressive experience in customer service, patient relations or similar area having supervised a minimum of thirty (30) employees in a fast-paced environment including 3 years in a managerial level capacity. Multi shift and location experience highly desirable. Experience with ACD and telephony technology required. Experience with quality monitoring and workforce management systems required. Strong understanding of industry standards for call center management. Advanced knowledge of software to create reports, graphics, documents and presentations. Ability to develop/articulate policy and program objectives and achieve consensus relative to their implementation. Ability to positively interact with a variety of hospital personnel, including administrative and clinical staff.  Management skills to build and manage a well-functioning team and mentor direct reports.  Organizational and problem-solving and leadership skills.  Effective communication both orally and in writing is required.  Experience working in a call center environment, preferably, but not limited to, the health care industry. Time management skills and an ability to prioritize projects/work. Prior experience in a matrix environment helpful.

The Planet Group of Companies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Type: Direct

Location: Fairhaven, Massachusetts