Arlington, Virginia
Manager, Contact Center - Arlington, VA Job Opening in Arlington, Virginia - Manages designated teams of contact center representatives and ensures service levels are being met. Works with staff to improve performance and quality. Oversees scheduling programs and assists in keeping all resources up to date. Responsible for implementation and oversight of projects and initiatives. Handles metrics and reporting and identifies areas needing improvement.
Essential Duties and Responsibilities include the following. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.
Responsible for staff development, including but not limited to:
Daily coaching on attendance, quality, performance and decorum issues
Monthly performance appraisals
Performance improvement plansDisciplinary probationary and annualIdentifying next steps to further cross training initiatives Coordination of outside resources to speak to staff (e.g. Human Resources, Providers, etc.)
Work with Director in designing, establishing and implementing improvements for patient access and telephony set up, including but not limited to: Phone tree/VRU set up
Auto attendant scripting
Service levels, metrics and key performance indicators
Responsible for approving time off and vacation schedules for staff to ensure service levels are not affected.
Plays a key role in hiring process, including but not limited to: Initial review of all applicant resumes. Phone interview screenings. In person interviews conducted with Director. Assisting Operations Coordinator with onboarding process as needed. Approving initial schedule and any future changes.
In coordination with Training & Quality Manager, oversees Quality Assurance initiatives including but not limited to:
Review of calls monitored and scores; Coaching and development of quality assurance team * Attends department and organization meetings as needed.
Responsible for creating and managing staff contests, incentives and morale initiatives
Responsible for all aspects of data capturing and reporting, including but not limited to: Deliver weekly status report to Contact Center Director.
Handle escalated calls from representatives and interface with providers and department management as needed to resolve patient complaints.
Assist Operations Coordinator in root cause analysis when researching errors. * Responsible for developing and enacting emergency management protocols for the Contact Center, including but not limited to: Technical failures, Inclement weather, Disaster recovery * Communicates directly with IT management to ensure continued connectivity and troubleshoot problem areas.
Act as liaison to Human Resources for staff issues alongside Director.
Additional duties as assigned.
Required Skills and Competencies
Excellent verbal and written communication skills.
Excellent organization skills.
Excellent customer service skills.
Strong interpersonal skills.
Strong leadership skills.
Must be flexible and able to work with changing priorities.
Must be able to work independently and problem solve.
Must be able to maintain composure and professionalism at all times.
Proficiency in Microsoft Office, including Outlook, Word, and Excel.
External Candidates: Minimum of 10 years? experience managing in a call/contact center environment is required. Experience in a medical/healthcare environment is preferred. Experience utilizing a web-based computerized system for scheduling is desired. Proficiency in Microsoft Office programs, Word and Excel, is required. Experience with Microsoft Access and SharePoint is desired. Experience with contact center and/or workforce management software is required. Experience with ACD and/or VRU telephony systems is required. Typing speed at a minimum of 45 WPM is required.
Job Type: Full-time
Job Location:
Arlington, VA
Required education:
Bachelor's
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