Boston, Massachusetts
Manager of Contact Center Performance Job Opening in Boston, Massachusetts - The Manager of Contact Center Performance will be responsible for oversight of the Health Connector day-to-day activities performed by the vendor responsible for contact center delivery. This position does not entail direct management of call center staff but the monitoring of key contact center performance metrics and call forecasting. Metrics are used to inform training needs and ensure agents are providing best possible service to Health Connector members. This position requires close and collaborative work with the vendor responsible for contact center delivery in order to design, implement and monitor operational improvements to decrease calls, improve first call resolution, and improve call quality. This is a key role in the delivery of exceptional service to Health Connector members.
Responsibilities include :
Oversee day-to-day operations for the Health Connector contact center(s) including monitoring and evaluation of performance metrics, evaluating staffing levels and overseeing development and usage of contact center forecast models; create and oversee modification of plans as needed
Own development and maintenance of contact center forecast(s) and associated staffing/training plans in order to ensure vendor(s) meets contractual requirements and best practice performance standards
Responsible for monitoring contact center service level agreements and assessing incentives or penalties per contractual agreements with vendor
Monitor Customer Satisfaction results, oversee vendor?s action plan to address negative responses and identify alternative methods to collect and respond to member feedback
Play a hands-on and visible role with vendor(s) call centers related to training and quality; collaborate with internal staff and vendor(s) to assure standardization, communication, calibration, and consistency
Lead or participate in cross functional and cross organizational groups which are designing and implementing optimization and efficiency programs including but not limited to new technologies, quality improvement or workflow changes
Participate in planned publicity, marketing and customer communications strategy development with goal of improving member education and experience; review materials
Identify changes to UI/UX, policy and procedures or other business areas which will improve the member interactions with the contact center and drive down calls
Provide oversight to vendor(s) and lead the administration and enhancement of the Quality Monitoring Program to meet the needs of the Health Connector and its customers
Enhance the current Quality Monitoring program by evaluating methodology, forms, calibration and training process
Oversee cross-functional calibration and call monitoring with vendor(s) and internal staff
Direct supervision of the Training and Quality Coordinator
Ensure consistency and ongoing maintenance for training documentation, knowledge management, user guides and policies and procedures
Prepare and present executive level presentations, as assigned
Qualifications :
Candidates must have 3-5 years of successful contact center management experience; out-sourced vendor management is strongly preferred.
The ideal candidate will have a working knowledge of state and national healthcare reform and health insurance.
BA or BS required.
Master?s Degree and familiarity with the healthcare industry, public or private, is preferred.
Other desired skills include:
Strong multi-channel contact center management experience, including but not limited to, experience developing call forecasts, managing multiple customer channels (web chat, email, walk-in etc.), analyzing performance trends and demonstrated ability to implement customer service improvement plans
Excellent analytical skills with ability to translate data into information for Senior Leadership
Excellent communication skills, both written and verbal, as well as outstanding interpersonal skills and the ability to work with multiple parties and vendors to implement projects
Ability to work independently and on a team
Commitment to the goals of the Connector and Health Care Reform; ability to support a wide range of constituents in a constructive and informed manner
About the Connector:
The Commonwealth Health Insurance Connector Authority (Health Connector) is an independent public authority serving as the Affordable Care Act (ACA)-compliant marketplace for the Commonwealth. The organization is charged with providing subsidized and unsubsidized health insurance to individuals and small employers. The Health Connector also oversees policy development related to health care reform under both state and federal laws, as well as conducting public education and outreach about health care reform and coverage opportunities. More information about the Connector and its programs is available at .
The Health Connector is an equal opportunity employer that values diversity as a vital characteristic of its work force. We consider qualified applicants without regard to race, color, religion, gender, sexual identity, gender identity, national origin or disability.
Salary :
Salary range is competitive; salary will be commensurate with experience.
Please note :
Due to the requirement of 268A, please complete the disclosure form and return with your application
Link:
Job Type: Full-time
Required education:
Bachelor's
Required experience:
contact center management: 5 years
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