Education:

• High School Diploma or equivalent required. BA/BS in Business Administration or related field or equivalent preferred but not necessary.

Experience:

• 5 + years experience in customer service, call center or related field, including 4 years in management.  Multi-site and Healthcare Industry Preferred

Mandatory Skills:

• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.

• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

• Ability to improve and/or transform teams processes across functions within the organization.

• Ability to drive individual, teams and department efficiency and productivity through effective and efficient metric management..

• Strong coaching and leadership skills, ability to develop and motivate employees towards improved performance.

• Ability to delegate and manage work loads and projects across functions within the organization.

• Ability to successfully drive continuous improvement efforts by leading various work streams related to call center metrics and monitoring tools.

• Capacity to operate in a complex, global environment with ease and fluidity, while driving and influencing results.

• Strong operational and financial acumen, executive presence, and the ability to lead multiple sites.

• Ability to problem solve, handle conflict, anticipate issues/concerns, troubleshoot problems, and proactively institute creative solutions.

• Advanced customer focus and customer service skills.

• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.

• Ability to handle reporting, financial analysis (cost-effectiveness, cost-benefit etc.) & budgeting.

Roles & Responsibilities:

• Function as the main source of contact for assigned location, to include working as liaison to the Director of Operations.

• Review operating statistics regularly to ensure Client and Organization goals are being met in areas of service quality and timeliness. Typical areas of focus include: quality monitoring scores, customer satisfaction, account notations, call handle times, abandon rates and service levels or other client specific standards of performance.

• Identify the root-cause of potential problem areas and work with employees to resolve in accordance with client/company policies and practices. This could involve problems with actual client programs or personnel issues.

• Oversee adjustments or corrections needed to enhance performance of programs. This could include areas such as staffing, adjusting restrictions, spot training on products or customer service skills, etc.

• Partner with the Client Services team, work on changing client business conditions that may be based on trend analysis of actual program performance over forecasts.

• Establish and review the quality evaluation and performance standards for all the staff positions reporting directly to this position. Would also include the review of CSR Merit increases.

• Participate and lead client visits and roundtables to provide input on program performance or new programs being offered.

• Coordinates with other Sr. Manager Operations and Leadership team to balance needs of individual teams with needs of the entire organization.

• Promote teamwork and cooperative effort. 

• Help train and provide guidance to other employees within the organization.

• Maintain a clean, safe, and unobstructed work area, and practice good safety habits.

• Ensure both internal and external customers are provided with the highest quality service.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification.  They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job.  Employees in this job may perform other duties as assigned.