Contact Center Manager

Responsibilities

• Develops and monitors key performance metrics to measure staff performance and operations functions
• Regularly evaluates business processes, procedures, and systems and makes recommendations for improvement
• Participates in business development for recently acquired contracts
• Participates in quality improvement projects and leads efforts in continuous improvement
• Sets and monitors staff caseloads and account distribution
• Ensures timeliness in payroll schedule requirements
• Evaluates program effectiveness through prepared reports and presents to leadership
• Maintains compliance standards
• Collaborates with all staff across business units to develop, maintain, and update policies, procedures, and training materials
• Develops staff through internal and external resources and on-the-job training
• Buils and maintains relationships with State agencies as a key liaison
• Resolves escalated customer complaints
• Communicates goals, expectations, and results with internal and external stakeholders as appropriate

Qualifications

• Bachelor's Degree required with at least 24 hours of coursework in business, communications, healthcare administration, program management, or other closely related fields
• Five (5) years of additional experience will be accepted in lieu of Bachelor's degree
• At least two (2) years of paid, professional experience in Business Operations
• Superior written and oral communication skills as evaluated in pre-hire assessments
• At least three (3) years of progressively responsible people management experience
• Extensive experience in working on complex projects with critical thinking and problem solving
• Excellent organizational and administrative skills with demonstrated ability to work towards and meet deadlines
• Effective time management skills
• Ability to build positive relationships and communicate with people of diverse backgrounds and abilities
• Significant experience working across software applications