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Posted : Monday, February 12, 2024 08:27 AM
Position Summary
The Contact Center Manager is responsible for the effective and efficient leadership of the Customer Service Representatives and Client Services of CareEnroll.
The Contact Center Manager is responsible for ensuring the Customer Service Team has the operational training and guidance necessary to meet Contractual Service Level Agreements (SLAs) as determined by our clients and the State of Indiana Office of Medicaid Policy and Planning (OMPP).
Primary responsibilities include management, training, and overview of the Customer Service Department and Customer Service Representatives.
The primary roles of the position are: Lead, Manage, Hold-accountable (LMA) Client Services Liaison Collaborate in Creating Workflows and Client Reports Necessary to ensure proper QC Hire, Train, and Support the Growth of Staff Quality Assurance Management Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Lead, Manage, Hold-accountable (LMA) For this position, LMA duties includes both the CSRs and Team Lead/Supervisors who may ultimately report to this position, as well as the vendors of the systems.
?Because exceptional leaderships skills are a key aspect of the position, the following responsibilities apply: Managing internal metrics, including EOS scorecard, that?positively demonstrate performance and have a positive impact on operational performance Performing bi-weekly L10 meetings with direct reports, as stated by EOS Ensuring vendor?SLA’s?are well-defined, tracked internally, and met?by the CSR’s Completing quarterly and annual performance reviews as determined by Human Resources Creating?and completing?a remediation plan to restore the?SLA’s when?they are not met Client Service Liaison Interact with clients to establish a working partnership with peer-level customers who are responsible for the management of our account? Participate in weekly/monthly operations meetings, as defined by the client’s need.
Respond to all client emails and requests within 24 hours of receipt Create meeting agendas, followup notes, and deliverables for both the clients and internal CareEnroll team for communication visibility Collaborate in Creating Workflows and Client Reporting Necessary to Support Client Contract and Inventory Management Collaborate with DOO and QCM to verify that the quality of data and performance meets contractual needs Innovate processes to improve workflows that directly impact performance, effectiveness, and efficiency?of the operations staff Review client reporting and ensure accurate billing on various services managed by Operations Consistently review existing processes to proactively advance Contact Center performance and ensure appropriate inventory management Maintain the dialer system for outbound calls and forecast effective campaign schedules and outreach methods to ensure positive right-party connection and conversion rates are met Hire, Train, and Support the Growth of Staff Provide hands-on system administration support, system maintenance, and operations support with a thorough understanding of the communications system Collaborate with Director of Operations in the prediction of staffing levels needed for the implementation of new projects Fully document?all training material necessary to support the education and training of new hires Attend seminars, conferences, and online courses to remain innovative on changes that directly impact our client and offered services in Operations Provide consistent education of staff by creating up-to-date training documentation that supports changed policies and procedures ? Create incentive programs, including the use of HR software (Clarity Wave), to ensure CSR’s are consistently rewarded for notable performance Perform quarterly Gets It, Wants It, Has the Capacity (GWC) evaluations of each report with Director of Operations to ensure an appropriate career path for staff Quality Assurance Management Understand and create processes to manage the quality of services as stated to our clients Manage quality assurance metrics to ensure 90% of performance results are achieved Monitor call and screen recording, if applicable, to track and evaluate if required call scripts are appropriately stated Evaluate CSR soft skills to ensure each employee is in the right seat, based on each project’s demographic need Perform monthly QA session with every CSR to educate and/or commend work performance Other Responsibilities Adhere to the company’s values at all times Adhere to the organization’s confidentiality policy and protection of confidential information at all times, including all company policies and procedures Treat clients, members, patients, guests, staff, and others with care, courtesy, and respect Perform other duties, responsibilities, and activities that may change or be assigned at any time, with or without notice Competencies Effective leadership and motivational skills Strong critical thinking and problem-solving skills Strong interpersonal and communication skills (both verbal and written) necessary to interact with staff, members/patients, vendors, and clients Ability to understand complex issues Detail-oriented organizational skills Good listening skills and telephone presence Dependability, adaptability, flexibility, and creativity Professional attitude Supervisory Responsibility This position supervises the Contact Center Supervisor, Customer Service Team Lead, and the Customer Service Representatives.
Work Environment This job operates in a professional office environment, including telework.
This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
Physical Demands While performing the duties of this job, the employee is regularly required to talk or hear.
The employee frequently is required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.
Prolonged periods sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.
Position Type and Expected Hours of Work This is a full-time position, and days of work are Monday through Friday.
Hours of work are subject to the need of the Contact Center.
Evening and weekend work may be required as job duties demand.
Travel Some travel is expected for this position in order to meet with clients, attend seminars, and perform vendor audits.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.
Duties, responsibilities, and activities may change at any time, with or without notice.
The Contact Center Manager is responsible for ensuring the Customer Service Team has the operational training and guidance necessary to meet Contractual Service Level Agreements (SLAs) as determined by our clients and the State of Indiana Office of Medicaid Policy and Planning (OMPP).
Primary responsibilities include management, training, and overview of the Customer Service Department and Customer Service Representatives.
The primary roles of the position are: Lead, Manage, Hold-accountable (LMA) Client Services Liaison Collaborate in Creating Workflows and Client Reports Necessary to ensure proper QC Hire, Train, and Support the Growth of Staff Quality Assurance Management Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Lead, Manage, Hold-accountable (LMA) For this position, LMA duties includes both the CSRs and Team Lead/Supervisors who may ultimately report to this position, as well as the vendors of the systems.
?Because exceptional leaderships skills are a key aspect of the position, the following responsibilities apply: Managing internal metrics, including EOS scorecard, that?positively demonstrate performance and have a positive impact on operational performance Performing bi-weekly L10 meetings with direct reports, as stated by EOS Ensuring vendor?SLA’s?are well-defined, tracked internally, and met?by the CSR’s Completing quarterly and annual performance reviews as determined by Human Resources Creating?and completing?a remediation plan to restore the?SLA’s when?they are not met Client Service Liaison Interact with clients to establish a working partnership with peer-level customers who are responsible for the management of our account? Participate in weekly/monthly operations meetings, as defined by the client’s need.
Respond to all client emails and requests within 24 hours of receipt Create meeting agendas, followup notes, and deliverables for both the clients and internal CareEnroll team for communication visibility Collaborate in Creating Workflows and Client Reporting Necessary to Support Client Contract and Inventory Management Collaborate with DOO and QCM to verify that the quality of data and performance meets contractual needs Innovate processes to improve workflows that directly impact performance, effectiveness, and efficiency?of the operations staff Review client reporting and ensure accurate billing on various services managed by Operations Consistently review existing processes to proactively advance Contact Center performance and ensure appropriate inventory management Maintain the dialer system for outbound calls and forecast effective campaign schedules and outreach methods to ensure positive right-party connection and conversion rates are met Hire, Train, and Support the Growth of Staff Provide hands-on system administration support, system maintenance, and operations support with a thorough understanding of the communications system Collaborate with Director of Operations in the prediction of staffing levels needed for the implementation of new projects Fully document?all training material necessary to support the education and training of new hires Attend seminars, conferences, and online courses to remain innovative on changes that directly impact our client and offered services in Operations Provide consistent education of staff by creating up-to-date training documentation that supports changed policies and procedures ? Create incentive programs, including the use of HR software (Clarity Wave), to ensure CSR’s are consistently rewarded for notable performance Perform quarterly Gets It, Wants It, Has the Capacity (GWC) evaluations of each report with Director of Operations to ensure an appropriate career path for staff Quality Assurance Management Understand and create processes to manage the quality of services as stated to our clients Manage quality assurance metrics to ensure 90% of performance results are achieved Monitor call and screen recording, if applicable, to track and evaluate if required call scripts are appropriately stated Evaluate CSR soft skills to ensure each employee is in the right seat, based on each project’s demographic need Perform monthly QA session with every CSR to educate and/or commend work performance Other Responsibilities Adhere to the company’s values at all times Adhere to the organization’s confidentiality policy and protection of confidential information at all times, including all company policies and procedures Treat clients, members, patients, guests, staff, and others with care, courtesy, and respect Perform other duties, responsibilities, and activities that may change or be assigned at any time, with or without notice Competencies Effective leadership and motivational skills Strong critical thinking and problem-solving skills Strong interpersonal and communication skills (both verbal and written) necessary to interact with staff, members/patients, vendors, and clients Ability to understand complex issues Detail-oriented organizational skills Good listening skills and telephone presence Dependability, adaptability, flexibility, and creativity Professional attitude Supervisory Responsibility This position supervises the Contact Center Supervisor, Customer Service Team Lead, and the Customer Service Representatives.
Work Environment This job operates in a professional office environment, including telework.
This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
Physical Demands While performing the duties of this job, the employee is regularly required to talk or hear.
The employee frequently is required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.
Prolonged periods sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.
Position Type and Expected Hours of Work This is a full-time position, and days of work are Monday through Friday.
Hours of work are subject to the need of the Contact Center.
Evening and weekend work may be required as job duties demand.
Travel Some travel is expected for this position in order to meet with clients, attend seminars, and perform vendor audits.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.
Duties, responsibilities, and activities may change at any time, with or without notice.
• Phone : NA
• Location : La Porte, IN
• Post ID: 9080590049
