The Manager, Contact Center is responsible for the for the daily operations of the Contact Call Center.

Essential Functions and Tasks

• Manages Contact Center team operations, orients, trains, coaches, counsels, and disciplines staff. Plans, monitors, appraises, and reviews staff job contributions. Implements cross functional training and succession planning as allowable
• Oversees and manages the overall health and management of the day-to-day contact center operations
• Evaluates, designs, and implements improvement initiatives to deliver increased productivity, process efficiency, improved quality and deliver an industry leading contact center experience
• Implements, monitors, and analyzes report data to effectively and efficiently manage operation and call center performance (e.g. call metrics/service levels, inventory management, KPIs, quality performance, and customer satisfaction)
• Ensures appropriate call center phone coverage, scheduling changes, call routing, and overall work force management

Knowledge, Skills and Abilities

• Working knowledge of scheduling/work force management software
• Knowledge of customer service best practices, processes, and procedures
• Knowledge of medical billing department processes and procedures
• Strong customer service skills
• Strong supervisory/management skills
• Strong word processing, spreadsheet, and database software skills
• Strong mathematical skills in addition, subtraction, multiplication and division of whole numbers and fractions; computing percentages; and working with decimals
• Strong management level oral, written, and interpersonal communication skills
• Strong analytical skills
• Strong problem-solving skills
• Strong time management skills
• Strong continuous process improvement skills
• Strong detail orientation skills
• Strong organizational skills
• Ability to foster an environment of customer satisfaction and demonstrated outcomes
• Ability to read, understand, and apply state/federal laws, regulations, and policies