Contact Center Scheduling Manager jobs in Mishawaka, IN

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

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

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