Job Summary:

• Provides daily direction and communication to the Contact Center team, ensuring calls are answered in a timely, efficient, and knowledgeable manner.
• Establishes work procedures and processes that support the organization and departmental standards, procedures, and strategic initiatives.
• Maintains and improves Contact Center operations by monitoring systems performance via collecting, analyzing, and reporting data trends.
• Assists in the development and implementation of standard operating procedures related to the Contact Center.
• Assists in implementing new technology and patient contact workflows related to the Contact Center.
• Collaborates with other departments on responding to patient issues, communications, operational, and planning matters.
• Direct supervision of the Contact Center department, including responsibility for results in terms of budgeted expenses.
• Hire, coach, and provide training to personnel to maintain high customer service standards.
• Evaluate Contact Center performance with key metrics (accuracy, call-waiting time, etc.).
• Conduct effective resource planning to maximize the productivity of resources such as people and technology.
• Assess client’s needs, designing action plans and allocating resources to address them.

Skills on Resume: 

• Team Leadership (Soft Skills)
• Process Development (Hard Skills)
• Performance Monitoring (Hard Skills)
• Procedure Implementation (Hard Skills)
• Technology Integration (Hard Skills)
• Interdepartmental Collaboration (Soft Skills)
• Budget Management (Hard Skills)
• Training & Development (Soft Skills)

Job Summary:

• Establish an automated model to QA all sales and member support interactions for compliance and experience excellence
• Continually refine the QA model based on fluctuations in business and constantly changing needs, while always optimizing for overall excellence in member experience
• Research, propose, implement, and leverage necessary technology to deliver fully automated solution
• Deliver QA results to leaders timely and in an easy to understand format
• Business Analytics and Product Management
• Maintain an in-depth understanding of all the interactions taking place within the sales and member support contact center and continually optimize for high ease, low effort, high-value interactions.
• Help Desk/Escalation Support
• Optimize escalation processes from front-line agents and other internal departments to ensure timely resolution to issues.
• Aggregate and root cause problem-solve issues that impact the front-line agents.
• Calibrate with leaders and the education team to enhance knowledge at the front line
• Maintain a healthy account budget and profit margin.
• Ensure that the client's contractual compliance processes and SLAs are met.

Skills on Resume: 

• QA Automation (Hard Skills)
• Model Optimization (Hard Skills)
• Technology Integration (Hard Skills)
• Data Reporting (Hard Skills)
• Business Analysis (Hard Skills)
• Escalation Management (Soft Skills)
• Problem Solving (Soft Skills)
• Compliance Oversight (Hard Skills)

Job Summary:

• Managed the Access 360 Contact Center in compliance with all BSMH policies and procedures
• Effectively partners with recruiting, develops, evaluates and retains qualified staff
• Develops and communicates performance standards to staff, and performs evaluations in a fair a timely manner
• Works in partnership with process improvement optimization team, quality assurance team, and training team to identify and execute plans for continued long-term improvement
• Conducts staff meetings to communicate issues or changes in policy/procedures, and maintains accessibility for one-to-one communication
• With contact center leadership, participates in establishing short and long-term goals
• Demonstrates personal responsibility for job performance
• Oversees the handling of escalated complaints or inquiries regarding the Contact Center
• Works collaboratively with physician practices
• Reviews and provides feedback for knowledge management content and informs team of updates as they occur
• Perform the functions of a contact center associate

Skills on Resume: 

• Contact Center Management (Hard Skills)
• Staff Recruitment and Development (Soft Skills)
• Process Improvement(Hard Skills)
• Communication and Leadership (Soft Skills)
• Strategic Planning (Soft Skills)
• Customer Complaint Resolution (Soft Skills)
• Cross-functional Collaboration (Soft Skills)
• Knowledge Management (Hard Skills)

Job Summary:

• Develop and evolve remote agent productivity standards and associated reporting
• Build a supervisory team and structure that is accustomed to managing remote employees and the complexity in the remote environment
• Quickly identifies outliers and ensures processes are in place to identify broader opportunities as well as drive improvement
• Develop a process around feedback, recognition, and accountability within the remote space that utilizes tools unique to remote employees with minimal offline time
• Identify process improvements unique to the remote environment that will reduce expense and increase productivity
• Create a unique remote culture that drives performance that outpaces traditional brick & mortar locations
• Builds process to validate ISP and equipment performance for potential and existing employees
• Remotely Manages designated client groups as defined by agent group(s) assignments.
• Establishes and maintains program direction/changes and communicates with clients on a daily basis.
• Anticipates client needs and identifies and suggests opportunities and new ideas/innovations to the client.

Skills on Resume: 

• Remote Workforce Management (Soft Skills)
• Data-Driven Decision Making (Hard Skills)
• Recognition Systems (Soft Skills)
• Process Improvement (Hard Skills)
• Remote Culture Development (Soft Skills)
• Technical Validation (Hard Skills)
• Client Relationship Management (Soft Skills)
• Client Needs Anticipation (Soft Skills)

Job Summary:

• Oversees remote personnel for client groups by allocating work through supervisors, contact center representatives and administrative support.
• Provides ongoing coaching and development for direct reports.
• Oversees all personnel-related issues for associates assigned to client group(s) within the department.
• Cascades yearly/quarterly goals are based on the business unit's strategic plan.
• Participates in planning meetings to support departmental and associate growth.
• Coordinates and monitors daily workflow to ensure smooth operations, cost containment, and quality.
• Administers policies and procedures to assure consistency and equitable treatment.
• Maintains knowledge of the system, telecommunications and operational capabilities
• Serves as the primary point of contact and liaison for the client and the account stakeholders, cultivating a solid working relationship with them.
• Ensure that the company's security and compliance standards are met.

Skills on Resume: 

• Remote Team Management (Soft Skills)
• Coaching & Development (Soft Skills)
• Personnel Management (Soft Skills)
• Strategic Planning (Hard Skills)
• Operational Coordination (Hard Skills)
• Policy Administration (Hard Skills)
• Client Relationship Management (Soft Skills)
• Compliance & Security Assurance (Hard Skills)