[Hiring] Manager, Contact Center Operations @Inizio Engage

Role Description

Responsible for managing, organizing, and coordinating outbound and/or inbound call center programs. Serve as liaison between clients, internal resources/departments, and outside vendors. The Regional Call Center Manager, in collaboration with the Business Unit Director, must ensure that agreed client objectives are met or exceeded in a fiscally responsible manner.

• Directly or through supervisory staff, manage team(s) of Healthcare Communicators and/or Licensed Healthcare Communicators.
• Ensure that all client needs are met with a high degree of quality on time and within budget.
• Offer recommendations to ensure successful program implementation and ongoing operation.
• Manage all aspects of project start-up, including developing strategy and tactics for program implementation.
• Create scripts and logic flow, counsel clients to develop programs which meet legal and regulatory guidelines.
• Develop reporting protocols and templates.
• Manage all aspects of ongoing program support including call monitoring for quality and providing ongoing training support.
• Provide day-to-day supervision of the Communicators or Specialists.
• Implement performance standards and provide coaching and performance feedback.
• Conduct performance evaluations for designated staff members.
• Conduct new hire interviewing and coordinate new hire training.
• Monitor and record absenteeism; conduct disciplinary actions, including terminations.
• Develop a contingency plan to maintain adequate coverage levels in the event of staff shortages.
• Provide reports at designated frequency to clients and direct manager.
• Assist in the development of quality improvement programs to increase productivity and improve service levels.
• Develop call center policies and procedures.
• Probe, clarify and determine clients’ needs to develop effective solutions.
• Make recommendations on the best methodology and implementation methods for client programs.
• Maximize staff utilization and program profitability.
• Safeguard patient privacy and confidentiality by following HIPAA guidelines.
• Organize tasks and sequence to meet agreed commitments while scheduling and prioritizing activities.
• Respond to issues, examine options and alternatives, and make informed decisions.
• Convey written information clearly and effectively.
• Convey information orally in a comprehensible manner.
• Remain calm during all situations; provide constructive feedback; inspire teamwork and respect.
• Proficiently manage the client and deliver programs within scope and budget.

Qualifications

• Bachelor Degree or equivalent work-related experience.
• Project management experience in healthcare-related setting preferred.
• Five years’ experience supervising within a Call Center operation.
• Critical thinking and creative problem-solving skills.
• Solid relationship building skills.
• Highly organized and detail-oriented.
• Excellent communication and customer service skills.
• Ability to train and motivate staff members.
• Ability to work independently and exercise sound judgment.
• Outstanding customer service, communication, and interpersonal skills.
• Adept at all applicable computer software, including Microsoft Office and call management systems.

Requirements

• The base pay range for this position is $67K – $124K per year.
• The final compensation offered will be determined by factors such as experience, skills, internal equity, and business needs.

Benefits

• Competitive pay that recognizes your experience, expertise, and impact.
• Comprehensive benefits including medical, dental, and vision coverage.
• Accrued paid time off; 401(k) with company match; disability and life insurance; and paid maternity and paternity leave.
• Company-paid holidays for rest and recharge.
• Recognition programs, contests, and awards that celebrate contributions.
• Continuous growth opportunities through learning and leadership development.
• A collaborative culture where ideas are valued and work makes a difference.