To be successful in this role, you have the following Knowledge, Skills & Abilities:

Knowledge of:

• Call center queue configuration and management
• Budgeting and workforce management and forecasting
• Contact center metrics and analytics

Skills:

• Strong collaboration and business insight
• Excellent communication, interpersonal, negotiation and leadership skills
• Excellent motivational and staff recognition with commitment to the ongoing professional development of team members
• Solid understanding of call center technologies
• Excellent analytical and conflict resolution
• Proficiency in data analysis and data interpretation
• Project management and organizational skills
• Budget management and financial acumen
• Commitment to providing exceptional customer service.

Ability to:

• Collaborate with others to obtain effective working relationships and outcomes
• Keep workforce motivated and member focused
• Work effectively under pressure and meet deadlines
• Troubleshoot problem areas and recommend and develop effective system and process improvements

In this role, we will ask you to:

• Lead the day-to-day operations of the contact center, including staff, resources, and workflows to ensure optimal efficiency and performance.
• Develop and monitor key performance indicators (KPIs) to measure contact center effectiveness, including call handle times, customer satisfaction, and resolution rates.
• Implement and manage call routing and queueing systems to optimize call flow and resource allocation.
• Analyze contact center metrics, KPIs, and performance data to identify areas for improvement and implement strategies to enhance operational effectiveness.
• Develop and implement policies, procedures, and quality standards to maintain excellence in customer care, service delivery, and compliance with industry regulations.
• Manage and optimize contact center technology infrastructure, including CRMs, voice recording systems, and reporting tools.
• Lead vendor relationships, technology solutions, and software systems used within the contact center to ensure optimal functionality and efficiency.
• Stay informed about industry trends, best practices, and technological advancements in contact center management and healthcare operations.
• Develop and manage the contact center budget that reflects the forecasted needs of the department and control expenditures to assure adherence to approved budgets.
• Negotiate and manage contracts with vendors for technology and services related to the contact center.
• Oversee the procurement and deployment of new technologies to enhance contact center functionality.
• Assure high quality operations by hiring, training and motivating an effective and efficient workforce.
• Assure appropriate staffing levels to achieve call center metrics.
• Respond to audits and other reporting for regulatory agencies, accreditation or clients.
• Develop business plans and sets departmental strategies in collaboration with leadership.
• Lead the development of programs that are critical to the organization and ensures execution of the function.
• Provide advice and consultation to senior and executive leadership related to operational and/or strategic decisions and resolves critical issues.
• Provide guidance, counseling, and continuing education to staff. Select, develop, coach mentor, and assess performance of staff.
• Ensure effective workflows, improve system efficiencies, monitor quality performance measures and confirm appropriate completion of work assignments. Lead change as appropriate.
• Perform other duties and responsibilities as assigned.

Job Type: Full-time

Salary: $41,422.98 - $49,885.74 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 10 years
• 6 years
• 9 years

Shift:

• Morning shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• In-person

Ability to Relocate:

• Meridian, ID 83642: Relocate before starting work (Required)

Work Location: In person