Touchstone Medical Imaging is seeking an experienced detail oriented Call Center Manager for our NEW, State of the Art Call Center. The position could be based in Atlanta, GA or Lewisville, TX. It depends on where the right candidate is located!!
POSITION SUMMARY:
The PACE Manager is responsible for supervising and mentoring the three PACE Supervisors. This position is critical to US Radiology; the PACE Manager ensures service metrics are consistently met by driving customer experience, team member productivity, development, retention, and adherence to defined policies and procedures which has an overall impact to the profitability of US Radiology.
Operations

• Utilizes all policies and processes with 100% compliance
• Accountable for overall PACE performance, department KPIs and organizational objectives
• Manages and coaches’ supervisors on PACE processes, guidelines, and metrics.
• Manages the performance management process for PARs to include goal setting, annual performance reviews, recognition, coaching and performance issues.
• Responsible for compiling and analyzing pertinent reports in a timely manner to ensure PACE goals and scheduling capacity is met and recommends actions.
• Responsible for implementing best practices and continuous improvement.
• Responsible for the development of supervisors through effective hiring, coaching, mentoring, and performance feedback.
• Oversight of supervisor productivity and team performance.
• Responsible for the establishment and compliance of PACE operational policies and procedures.
• Partners with PACE software analyst to establish, monitor, and edit campaigns.
• Partners with IT to monitor PACE management software.
• Monitors the queue and tier escalation process to ensure calls get answered in a timely manner.
• Functions as the point of contact to answer questions and provide support to supervisors, guides supervisors to use available resources.
• Handles escalated calls from patients or referring physicians focusing on service recovery in the absence of a supervisor.
• Responsible for auditing supervisors designated representative’s discussion logs and payroll functions.
• Works with HR group, oversee coordination of HR issues for the PACE including interviewing and hiring new team members, modifying, or introducing new team members policies or programs, and ensuring staff compliance with policies and programs.
• Perform other duties and responsibilities, as assigned.

Service

• Exceeds customer service standards
• Maintains patient confidentiality 100% of the time
• Maintains productivity; ensures minimal downtime

Team Focus

• Ensures adherence to PACE policies and procedures
• Forms strong working relationships within the team and treats each other with respect
• Develops healthy working relationships, forming a partnership with other groups within the PACE or external functional departments
• Participates in interviews to select the most qualified candidates for the PACE positions
• Addresses any supervisor issues, documents, delivers corrective action, and monitors behavior
• Coaches on strengths, areas of opportunity and provides coaching regarding performance metrics and quality
• Conducts team meetings with assigned representatives

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Conducts one on one meetings with supervisors to review overall performance, documents discussions and actions taken
Conducts team and one on one meetings with direct reports to review overall performance, documents discussions, and actions taken.
Brings problems to the attention of the Sr. Director, proposes solutions and is willing to ask for help.
Supports Sr. Director with projects on as needed basis.
Interacts with other groups to ensure efficient and service-oriented operation.
Focuses on team member retention and satisfaction.
Monitors staffing and partners with WFM, recruiting, onboarding, and training.
Minimum Qualifications:
Education/Licensing/Certification:

• Bachelor’s degree preferred or equivalent combination of experience and education.

Experience (years and type):

• Minimum 3-5 years contact center experience preferred
• Minimum 3-5 years of contact center management preferred

Knowledge and Skills:

• Significant inbound and outbound contact center management experience in an omnichannel environment
• Demonstrated experience in operations, performance metrics, continuous improvement, and process excellence.
• The ability to interact with staff at all levels in a fast-paced environment, typically under pressure, while remaining flexible yet focused.

U.S. Radiology Specialists is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.