Inbound Contact Center Manager jobs in Wyoming

Description

Department: Contact Center

Supervisor Title: Director of Provider Services

Location: Afton, WY

Employment Status: Salary

Compensation: Minimum $46,737.60 annually, commensurate with experience and certification.

Benefits: We offer a competitive compensation package that includes:

• Health, dental, & vision insurance, health savings account
• Approximately 4 weeks of PTO
• Short term sick time,
• Basic life insurance coverage
• Disability insurance
• Matching retirement plan.    

SUMMARY

While upholding the Star Valley Health   mission, vision and values, this key position will provide day-to-day operational leadership of   services within Star Valley Health (SVH). As   a Contact Center Manager, you will oversee and support a team of contact   center representatives, ensuring excellent customer service and achieving   performance targets. The ideal candidate has a passion for customer service, excellent   communication abilities and strong leadership skills. They will also have   training and work experience relevant to contact center operations in a   healthcare setting. The Contact Center   Manager identifies, develops, and supports performance metrics that align with Star Valley Health strategies and goals. This leader helps grow and   develop staff and inspires them to give every patient and every employee the   best experience. 

JOB DUTIES

· Manage and supervise a team of contact center   representatives

· Develop and implement strategies to achieve   excellence in customer service, performance and productivity

· Set performance goals and targets for the team   and monitor progress

· Provide coaching, training, and feedback to   team members to enhance their skills and performance

· Analyze contact center data and metrics to   identify areas for improvement

· Develop and implement performance improvement   plans

· Ensure compliance with company policies and   procedures

· Handle escalated customer inquiries and   complaints in a professional manner

· Collaborate with other departments to optimize   call center operations

· Develop the workflows and contact center agent   skillsets required to achieve satisfactory one call resolution

· Stay updated on industry trends and best   practices in contact center management

· Ensure compliance   with requirements of all Federal & State regulatory agencies

Requirements

Essential Job Functions: 

1) Directs operations of a contact center to   ensure the provision of comprehensive departmental services in compliance   with all regulatory agencies and hospital requirements.

2) Ensures a collaborative departmental approach   to operational planning, service design and the development of standard   workflows, policies and procedures which reflect the mission of the   organization.

3) Coordinates and oversees departmental   services. Continuously assesses, measures and improves departmental   performance through positive employee engagement activities. Inspires others   with the credibility to enlist action.

4) Demonstrates technical and managerial   competency. Analyzes results, derives conclusions and recommends improvement   activities and priorities.

5) Reviews financial data to prioritize   activities that improve the financial health of the organization through   responsible management of departmental resources.

6) Effectively communicates vertically and   horizontally throughout the organization and externally to patients and other   stakeholders.

Knowledge, Skills and Abilities:

1) Demonstrates sound judgment, patience, and a   professional demeanor at all times while working in a busy and stressful   environment.

2) Shows an understanding of information   technology through computer skills and a working knowledge of computer   concepts and software applications: Word,   Excel, Outlook, electronic medical records software and contact center   management software.

3) Develops others by communicating clearly   defined expectations, inspiring confidence and creating positive employee   engagement.

4) Analyzes and solves complex problems using critical   thinking, innovation, creativity, problem analysis and decision-making.

5) Demonstrates strong organizational and interpersonal   skills in verbal and written communications to peers, supervisors, and   subordinates.

Experience & Education Minimum Qualifications:

1) High school diploma or GED

2) Proven experience as a contact center manager   or similar role preferred 

3) Strong project management skills with ability   to prioritize tasks effectively

4) Excellent communication skills, both verbal   and written

5) Proficiency with Epic electronic medical   record strongly preferred 

6) Knowledge of medical terminology is beneficial