Contact Center Manager

This exempt position is located at Spokane Eye Clinic, part of Prism Vision Group.

Pay

Compensation Range: $71,670.53 - $148,854.19 (dependent on experience)

Responsibilities

• Lead, mentor, and motivate a team of call center representatives to achieve performance goals.
• Monitor team performance through KPIs such as call resolution time and customer satisfaction.
• Conduct regular coaching, training, and performance evaluations to enhance team productivity.
• Manage scheduling, workload distribution, and shift planning to ensure optimal staffing.
• Manage complex customer inquiries, complaints, and escalations with efficiency and professionalism.
• Ensure that patient interactions meet or exceed company quality standards.
• Develop and implement customer service strategies to improve satisfaction and retention.
• Handle escalated patient issues and work toward effective resolution.
• Implement feedback mechanisms to improve the overall patient experience.
• Analyze call center data and reports to identify trends, areas for improvement, and operational inefficiencies.
• Develop and refine call scripts, training materials, and standard operating procedures (SOPs).
• Implement automation and technology solutions to enhance call center efficiency.
• Collaborate with other departments to align call center operations with company goals.
• Ensure adherence to company policies, industry regulations, and compliance standards.
• Prepare and present reports on call center performance, challenges, and recommendations to senior management.
• Maintain accurate records of employee performance, customer interactions, and service metrics.
• Assist in training and onboarding new call center representatives.
• Monitor calls and provide feedback to improve team performance.
• Meet and exceed key performance indicators (KPIs) such as customer satisfaction, resolution time, and call quality.
• Assist in answering incoming calls and respond to patient inquiries in a professional and courteous manner.
• Make outbound calls to follow up with customers, conduct surveys, or provide information as needed.
• Maintain a positive and empathetic approach when dealing with customers.
• Adhere to HIPAA standards related to patient privacy and confidentiality.
• Work collaboratively with other departments to address customer concerns effectively.
• Comply with company policies and standards.

Requirements

• Bachelor’s degree in Business, Communications, or related field preferred.
• Minimum 5 years in a call center or customer service role, with at least 2+ years in a supervisory or managerial role.
• Excellent verbal and written communication skills in English; bilingual a plus.
• Strong critical thinking, analytical, troubleshooting, problem resolution, and customer service skills.
• Excellent interpersonal skills and ability to work effectively with physicians, co-workers, other departments, and patients of all ages and from diverse cultural and socioeconomic backgrounds.
• Strong analytical and decision-making skills for resolving patient concerns.
• Ability to show tolerance and sensitivity in stressful situations and safeguard confidential information in accordance with HIPAA regulations.
• Proficiency in call center software, Microsoft Office, and data analytics tools.
• Strong leadership and team management skills with the ability to motivate and develop staff.
• Ability to manage multiple priorities in a fast-paced setting.
• Computer literate and ability to use multiple systems and acquire proficiency in multiple electronic systems.
• Proficient with Microsoft Office Suite.

Work Environment

An office environment with a controlled atmosphere. Possible exposure to staff or patients with communicable diseases and bloodborne pathogens.