• Responsible for consumer planning, strategy, and ongoing business reviews as well as frequent customer presentations
• Develop and establish key business relationships and annual plans in support of annual volume, profit, and SOM objectives
• OTIF Compliance with the Account’s SLA’, KPI’s and Ad-hoc business targets assigned to the engagement centre
• Negotiate all commercial agreements and co-ordinate and ensure all internal/external controls are met with service suppliers
• Work closely with Consumer and customer stakeholders at EM to ensure strong communication and execution of programs
• Efficiently handle and reconcile all rebates, allowances, deductions and receivables with the applicable trading partners
• Successfully contributes with Marketing, Category, Segment and Finance business teams.
• Ensure the Next Gen Manager & Operational Manager complies with operational processes, reports generation, SLA and KPIs
• Participation on GBS operational and cycle meetings.
• Approve variable incentives for an engagement center

Skills: Consumer Planning and Strategy, Relationship Building, Negotiation Skills, Communication Skills, Financial Management, Collaboration with Business Teams, Operational Oversight, Decision-Making and Approval

• Develop and, implement the Call Center initiatives in alignment with company goals.
• Work with Management to establish and implement strategic business plans to provide superior customer experience.
• Directs the hiring, development and support of all call center staff.
• Reports, and analysis to drive accuracy and forecasting
• Help with the execution of strategic call center operations, ensuring that are in alignment with corporate objectives
• Manage metrics, performance criteria, policies and procedures to constantly improve call center productivity.
• Recognize industry trends and emerging customer requirements to drive product enhancement activities to improve product offers for new and current customers.
• Conduct quality control audits per SOPs on key study elements
• Identifying and diagnosing issues for process improvement
• Determine KPIs and analysis to management on an ongoing basis

Skills: Call Center Management, Strategic Planning, Team Leadership and Development, Data Analysis and Reporting, Operational Execution, Performance Management, Market Awareness and Product Enhancement, Quality Assurance and Process Improvement

• Oversees daily activities of Customer Service, Routing, Dispatch and Special Services departments to maximize scheduling and real-time utilization of resources
• Analyzes and recommends employee staffing, training and leadership for the department that has over 50 employees.
• Meets and exceeds contractual and company-required metrics Average Speed of Answer, Abandoned Rate, Grade of Service, etc.
• Administers staffing scheduling in coordination with call center Supervisors.
• Communicates job expectations; monitoring, appraising, and reviewing adherence to established policies and procedures.
• Executes contingency plans, escalates and directs activities during systems failures, outages, disasters, etc.
• Identifies potential problems, troubleshoots, and escalates issues to local and network management; participates in post-incident analysis of system/program malfunctions providing input for future process improvements.
• Uses knowledge of Workforce Management tools and techniques to ensure staff performance targets for calls; accuracy, efficiency, and quality are met on a daily, weekly, and monthly basis. 
• Reviews ongoing performance results to targets. 
• Takes immediate corrective measures and escalates

Skills: Leadership and Management, Staffing and Training Management, Performance Management, Scheduling and Coordination, Crisis Management and Contingency Planning, Problem Identification and Escalation, Workforce Management, Performance Analysis and Improvement

• Oversees the day-to-day operations of the call center including staffing, training and management to ensure departmental goals are met.
• Develops and implements methods to record, assess and analyze patient feedback in order to facilitate a positive patient experience.
• Evaluates employee performance on an ongoing basis to ensure that are meeting key performance indicators and are delivering a high standard of service to MAR patients.
• Develops strategic and tactical goals and objectives and continually monitors outcomes to ensure that are attained.
• Creates, maintains and reports on monthly call center metrics.
• Performs workplace and telephone monitoring to ensure call quality and accuracy.
• Analyze sales, service, and phone reports to recommend strategies that will ensure goals are met or exceeded and that interactions are handled timely and effectively.
• Ensures prompt hiring practices and that staff levels are adequately maintained within approved operating plan.
• Ensure staff performance is monitored and promotions and disciplinary action are recommended timely.
• Ensure staff and management are recognized and successes are celebrated.
• Develops and maintain department budget, monitors expenditures to ensure budget is used to maximize efficiency of the department
• Act as a liaison for the call center and all other departments
• Provides feedback on new/existing programs, procedures, and processes, ensuring timely communication and clear understanding

Skills: Call Center Management, Performance Evaluation, Strategic Planning, Data Analysis, Quality Assurance, Problem Solving, Recruitment and Staffing, Budget Management

• Supervise staff and activities of the department to provide a positive response to member service needs which includes online member communications, account opening, online production sales results, efficiency in member service levels and team development
• Ensure appropriate staffing of the department to ensure member needs and call volumes are being met
• Ensure staff can identify cross-sell opportunities and that staff has the knowledge and skills needed to provide cross-sell services to members
• Ensure that staff is trained and cross-trained in all phases of their particular assignments, delivering quality service to members
• Monitor expenses for cost efficient operations of the department in keeping with budget restraints
• Review and/or ensure proper completion, response and retention of department records and reports
• Prepare monthly reports for EVP Operations including call volume, online volume, historical reports data, etc
• Continually seek process improvements in the Member Service Center with the ultimate goal of improving the quality of member service
• Keep EVP Operations informed of industry trends and/or changes in the market
• Formulate and implement operational strategies and initiatives.
• Maintain and improve call center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, 
• Completing system audits and analyses, managing system and process improvement and quality assurance programs, and installing and implementing upgrades.

Skills: Leadership and Supervision, Strategic Staffing, Cross-Selling Expertise, Training and Development, Budget Management, Record Keeping and Reporting, Continuous Improvement, Technical Proficiency

• Develop and implement Call Center initiatives in alignment with company goals
• Support the Chief Marketing Officer in establishing and executing strategic business plans to increase production
• Direct the hiring, development, and mentorship of all call center staff
• Analysis and reporting of production to drive accuracy and forecasting
• Manage metrics, performance criteria, policies and procedures to constantly improve call center productivity
• Manage the annual call center budget. 
• Analyze and report on financial variances and initiate operational change to increase revenue and/or reduce cost and improve financial results.
• Monitor employee relations within the center and handle any employee issues, such as conflicts and personnel issues.
• Working closely with executive management team to ensure effective interdepartmental communication
• Planned, organize and direct all activities related to staffing, including hiring, orienting, evaluating and continuing education initiatives.
• Plan and manage the department budget, evaluation of services and development activities.
• Develop and implement policies and procedures that guide and support the provision of services and meet all productivity plans.

Skills: Leadership and Management, Financial Management, Analytical Skills, Strategic Planning, Communication and Interdepartmental Collaboration, Initiative Implementation, Problem-solving and Decision-making, Continuous Improvement

• Demonstrated problem-solving and decision-making skills.
• Ability to handle heavy call volume and stressful situations when quick action
• Capability to identify, troubleshoot and resolve escalated customer problems, including follow-through, to ensure customer satisfaction.
• Knowledge of computers, and experience with Windows and Microsoft applications.
• Positive professional insight
• Demonstrated good problem-solving skills
• Effective leadership/supervisory skills
• Attention to detail and excellent fol1ow-through on work tasks
• Able to handle multiple tasks simultaneously
• Must be able to hear staff on the phone and those who are served in person, and speak clearly in order to communicate information to patients and staff.
• Must be able to read memos, computer screens, personnel forms and health center and administrative documents.
• Must have high manual dexterity.
• Must be able to reach above the shoulder level to work, must be able to bend, squat and sit, stand, stoop, crouch, reach, kneel, twist/turn.

Qualifications: BA in Communications with 5 years of Experience

• Experience in call center management.
• Strong critical thinking skills and problem-solving skills.
• Excellent verbal and writing skills
• Strong history of project management. 
• Ability to establish goals, timeliness, and action plans.
• Able to quickly build and maintain rapport with patients and providers of differing backgrounds
• Customer-service oriented
• Familiarity with call center systems
• Experience with developing staffing models
• Modem office practices and procedures including (Outlook).
• Strong computer skills (expert level) including MS Office Suite (Word, Excel, PowerPoint, etc.)
• Familiar with adult learning and general training techniques

Qualifications: BA in Business Administration with 2 years of Experience

• Excellent customer service skills, and excellent verbal and written communication.
• Ability to multitask in a fast-paced environment with strong analytical and statistical acumen.
• Strong leadership and organizational skills, including time management and documentation, workforce management tools, and call center technology.
• Strong computer skills.
• Proficiency and speed working in all Microsoft Office products.
• Understand the causes and impact of turnover.
• Ability to learn all of our contracts and successfully ensure proper management utilizing technology and tools, 
• Ability to performance analysis, track trends and communicate feedback to direct reports to drive improvements in key areas.
• Able to set targets and offer incentives to create a positive work environment, and maintain drive and energy.
• Demand and provide a high level of customer service amongst stakeholders members, providers, facilities, payers, and staff.
• Have a structured recruitment, orientation, and retention program to hire and keep the right people

Qualifications: BA in Psychology with 4 years of Experience

• Experience in managing call Center operations consisting of telecommunications, scheduling, patient registration and financial clearance functions.
• Experience in establishing Call Center policies, procedures, performance targets, and other metrics based on the organization and department goals and vision.
• Experience in analyzing team statistical reports, identifying areas for improvement, and implementing corrective action through assigned staff members
• Experience in forecasting volumes and analyzing the effect of volume fluctuation on staffing needs.
• Experience in tracking staff availability against forecasts and adjusting staffing needs accordingly.
• Experience in defining and implementing a training strategy including the identification of appropriate subject material, facilitators, and other resources for in-service training and staff meetings.
• Experience in providing regular coaching on staff performance including programs to recognize staff success and methods for improvement.
• Experience in soliciting feedback from internal and external customers for the purpose of resolving issues and/or improving the call center.
• Experience in maintaining a call center dashboard to track and measure department performance, and communicating results to staff.
• Perform all other duties that may be assigned in the best interest of the Shirley Ryan AbilityLab.
• Demonstrated leadership and self-motivation skills.

Qualifications: BA in Marketing with 5 years of Experience

• Experience in leading and growing a successful call center business with  both strategy development and operational execution
• Demonstrated P&L accountability
• Demonstrated experience growing an online business
• Experience in the non-standard insurance sector
• Knowledgeable about technology, web development like features and technologies to a non-technical audience
• Good oral and written communication skills
• Ability to independently make accurate sales coaching decisions and analyze results
• An exceptional knowledge of sales processes, sales techniques, client first mentality, company policy and management techniques
• Has the energy, sincerity and drive to build a diverse and high performing team. 
• Able to deliver on business commitments while installing the right amount of processes to enable steady performance. 
• Able to deliver with quality, upholding brand excellence, despite high growth and unexpected twists and turns

Qualifications: BA in Sociology with 4 years of Experience

• Skilled at managing WFM team, outsourced call centers, managing call center agent's knowledge base
• Experience researching and implementing tools to drive process improvement and standardization
• Strong ability to adapt to different audiences, influence directly and indirectly
• Ability to communicate with all levels within the organization
• Ability to communicate cross-functionally, with excellent written, verbal, and interpersonal communication skills
• Ability to make recommendations, gain buy-in, and lead projects to improve the processes and efficiencies of a business team
• Workforce management software experience
• Proficient with Microsoft Office, Dropbox, Zoom, and other related office and communications software packages
• Expertise with Zendesk Support ticketing and NICE inContact is highly preferred
• Must possess good coaching and communication (oral or written) skills
• Ability to make decisions with minimum information
• Ability to work in a fast-paced complex environment
• Proven track record of leading a small to medium-scale contact center environment
• Ability to diffuse escalated calls or with the senior leadership team to resolve.

Qualifications: BA in Organizational Leadership with 5 years of Experience