The Contact Center Senior Manager is responsible for implementing and managing the Contact Center (Call Center) staff for the organization. Manages the day to day operations of the Contact Center team for appointment scheduling, information intake, Contact routing, and relevant education to clients. Motivates the Contact Center team to achieve productivity standards and exceptional customer service. Oversees all aspects of the contact center operations to ensure efficient daily operations, quality outcomes and internal and external customer satisfaction. Abides by the organization’s mission in performing job duties. Demonstrates an understanding of and commitment to quality healthcare and excellent customer service.
Areas of Responsibility:
- Implements Contact Center strategy and policies.
- Responsible for managing Contact Center Representatives in a dynamic fast paced team environment.
- Responsible for all aspects of staff supervision including: interviewing, hiring, and training Contact center staff; identifying and assessing employee skill and making recommendations to improve performance; developing all Contact center staff, communicating clear productivity and customer service expectations and holding Contact Center Representatives accountable for achieving results.
- Develops and maintains Contact center policies and procedures.
- Ensures strategic operations in support of unique needs and funding of health centers and clients.
- Analyzes and monitors Contact volume, metrics, and service levels in adherence to established quality indicators for telephone access, appointment access and Contact management.
- Responsible for staff scheduling to ensure Contact center service level standards.
- Reviews and resolves all customer concerns/complaints and ensures service recovery. Analyzes customer complaints and performs root cause analysis to inform changes in staff training needed and ensures that complaints do not re-occur.
- Develops systems and procedures to ensure quality outcomes for internal and external customers.
- Ensures collaboration and communication with Health Center and Regional Managers and other leaders.
- Establishes a relationship with in-house team to ensure that information about medical services, outreach and education programs, volunteer, board and advocacy events, are understood so that Contacts coming into the Contact Center can be accurately answered.
- Designs and prepares standard reports to measure Contact center performance against standard industry benchmarks. Presents Contact center reports to leaders with a plan for improvements if needed to meet industry benchmarks.
- Serves as the principal liaison between the Contact Center and Health Center staff.
- Improves performance by increasing efficiency and utilizing organization technology.
- Minimizes Contact Center down time by working promptly and effectively with IT staff to identify Contact center software, hardware, and systems issues to resolve operational problems as they occur.
- Promotes and exemplifies a high performing contact center culture that embraces the organization’s workplace values of respect, caring, support, effective communication, teamwork, collaboration, accountability and responsibility; and works with staff to create and maintain a workplace environment reflective of these values.
- Develops an effective leadership style with team members.
- Provides timely feedback and performance evaluation reviews with staff.
- Has access to a client’s electronic record as needed to assist in scheduling clinic appointments and answering non-medical questions. Examples of electronic screens necessary to complete as contact center staff includes appointment scheduling, registration, inquiry, alert windows, Rx (prescription) work screen. At no time would it be necessary for a contact center employee to access any recall or e-chart screens.
- Ensures achievement of agency goals, vision and mission.
- Other related duties as assigned.
- Duties and responsibilities may be added, deleted or changed at any time at the discretion of management, formally or informally, either verbally or in writing.
Educational Background:
Bachelor's degree in health care administration, business administration or related area or equivalent experience in lieu of education.
Skills/Experience:
Minimum Experience:
- Three (3) years of Call Center/Contact Center management experience. Healthcare industry experience desired. Nextgen electronic practice management system experience preferred.
Agency Standards:
- Must have excellent computer skills with knowledge of Microsoft Word, Excel, PowerPoint, Outlook, and Internet. Must have the willingness and ability to adapt to change including advances or new technology. Must have excellent customer service skills and be committed to providing the highest level of customer satisfaction.
Required Knowledge, Skills and Abilities:
- Excellent customer service skills and commitment to providing the highest level of customer satisfaction.
- Ability to successfully handle high volume Contacts.
- Must be familiar in the principals and practices of automated Contact director systems.
- Must be able to work flexible hours including evenings and weekends.
- Must be able to travel within and outside organization region as job dictates.
- Effective leadership capabilities; able to mentor and coach team in area of responsibility and the achievement of organization goals.
- Ability to think strategically and achieve organization’s goals relating to position.
- Ability to provide oversight of compliance and regulatory requirements pertaining to position.
- Strong organizational skills and ability to multi-task.
- Ability to manage intense stress with multiple competing priorities while maintaining a positive attitude and affect.
- Ability to effectively use organization’s computer systems.
- Ability to manage details and complexity, to handle a variety of tasks simultaneously and to work under pressure.
- Skilled in verbal and written communications.
- Ability to exercise initiative, sound judgment, and problem-solving techniques in the decision-making process.
- Requires an understanding of and commitment to quality healthcare.
- Be discrete and safe guard confidential information.
- Possess integrity and compliance – can be relied upon to act ethically.
- Demonstrates cultural and linguistic competence.
- Industry Awareness: Remains aware PPFA accreditation standards and of the reproductive health environment’s regulatory compliance requirements. Understands how accreditation standards, regulatory agencies, funding, the external marketplace and competitive environment drives change within the agency.
- Organizational Awareness: Demonstrates a comprehensive awareness of the impact and implications of decisions and actions on other areas (departments or clinics) within the agency.
- Work Management: Effectively manages time as a resource; establishes realistic priorities; schedules own time and activities effectively; gives balanced focus and attention to appropriate long- and short-term priorities. Develops action plans and budgets; leverages technology; anticipates obstacles; establishes check points and monitors progress.
- Recovery Skills: Responds effectively and acknowledges responsibilities when clients (internal or external) experience problems or mistakes; rectifies the situation to restore client satisfaction; seeks information and collaborates with others to take action to implement permanent fixes. Maintains stable performance and emotions when faced with opposition, pressure, and or stressful conditions.
- Interpersonal Sensitivity: Acts in a way that indicates understanding and accurate interpretation of others’ concerns, feelings, strengths and limitations. Uses interpersonal understanding to shape one’s own response.
- Building Relationships: Shows genuine interest in others’ needs and opinions; establishes rapport; earns the confidence and trust of others; demonstrates consistency between words and actions; delivers on commitments.
- Process Improvement: Understands core work processes; identifies process opportunities and issues; seeks information to understand the gap between current and desired performance; works effectively with others to identify and implement improvements; continuously works to improve returns for the client and the organization.
- Advocacy: Demonstrates a personal commitment to Planned Parenthood, colleagues and clients; supports others and actively contributes to Planned Parenthood’s success by staying informed of developments in other parts of the organization; speaks positively about other parts of the organization and our clients; celebrates others’ successes; collaborates across functions and departments to meet internal and external client needs.
- Adaptability or Flexibility: Responds with flexibility to shifting priorities and changing work situations; recovers quickly from problems and setbacks; develops new skills to remain competitive. Adapts easily to change, sees the merits of differing positions, and adapts own positions and strategies in response to new information or changes to a situation.
- Celebrates and exemplifies the core values of our organization: Cooperative and Courteous; Honesty, Integrity & Straightforwardness; Inclusive; Quality Service; and Creativity within the context of Best Practices.
Other:
- Diversity creates a healthier environment: equal opportunity employer. We strictly prohibit unlawful discrimination of any kind, including discrimination on the basis of race, color, creed, ancestry, national or ethnic origin, religion or belief, sex (including pregnancy), sexual orientation, gender identity or expression, marital status, citizenship, physical or mental disability, age, past, present or prospective military service, HIV status, family medical history or genetic information, socio-economic circumstances, language spoken, or any other characteristics protected by law (“Protected Characteristics”). We maintain a drug-free workplace. Should be pleasant, neat, and well-groomed in representing the agency to the general public.
Essential Physical Requirements/Working Conditions:
- Must be able to work primarily with fingers such as picking, pinching, or typing. Must be able to talk such as convey detailed or important spoken instructions to other workers accurately. Must be able to hear such as the ability to receive detailed communication orally. Must be able to communicate effectively. Will have substantial movements of the wrists, hands, and/or fingers. Must be able to lift and/or exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently. Must be able to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication parts at distances close to the eyes. Office / sedentary environment.
Job Function:
Organization Info
Listing Stats
Post Date:
Sep 28 2017
Active Until:
Oct 29 2017
Hiring Organization:
Planned Parenthood Federation of America
industry:
Nonprofit