Job Description

Position Summary

This position is responsible for managing all aspects of the Contact Center and for maximizing efficiency, productivity, and quality of Contact Center work. This role requires a flexible, forward-thinking individual who can adapt to a changing work environment, is a team player, and is dedicated to providing quality service to our patients, referring providers and internal customers. The Contact Center Manager must possess a willingness to take on additional responsibilities and work with leaders to maximize organizational productivity and efficiency.

Contact Center Manager Essential Functions

• Direct supervision and management of Contact Center Agents. Responsible for department's staffing, performance, individual performance evaluations, compensation changes, and delegation of duties to all department employees.
• Participates in the development and management of operating budgets for Contact Center under the supervision of Director; manager is directly responsible for managing financial performance to approved budget requirements.
• Develops and manages departmental and staff key performance indicator standards by collecting, analyzing, and summarizing data and trends for the Contact Center.
• Creates and maintains process and tools to work with supervisors to audit accuracy and hold staff accountable for quality of work and the patient experience.
• Reviews new technology and workflows for improving efficiencies while providing outstanding internal and external customer service.
• Maintains professional and technical knowledge by tracking emerging trends in contact center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Supports the day-to-day operations of the Contact Center
• Develop knowledge of NextGen and other assigned applications and learns how the applications are used in the business workflows. Develop expertise within the applications, including hands-on working knowledge of processes, tools and best practices.

Team/Employee Management Essential Functions

• Manages hiring, orientation and performance evaluations, mentoring and coaching of staff.
• Creates and monitors staff schedules to maximize productivity, identify and cover peak hour traffic and customer needs.
• Management of timecards and PTO requests including managing overtime.
• Develops creative ideas and innovative approaches to improve work schedules, work processes or productivity.
• Leads and guides training program to make sure that each employee is given training, follow-up, and resources that need to be successful in their role, both as a new hire and ongoing
• Utilizes technology to the peak of its ability to reduce errors and increase efficiency.
• Maintain a Skills Requirement Audit System that will allow the employees to have clarity on the expectations of their role, by being given timely feedback on their performance.
• Provides written policies and procedures to the team members that are to be followed to achieve optimum consistency in the department.
• Manages complaints, customer service issues and internal conflict resolution.
• Maintains working knowledge of all other departments.
• Works with team members to develop clear action plans for immediate and future development ensuring accountability measures are in place.
• Ensure team members deliver outstanding patient care, by modeling and coaching the appropriate professional behavior.
• Enforcement of corporate policies and procedures
• Collaborates with the department Director when employee performance is not meeting expectations to develop a performance improvement plan for said employee with specific measurable goals with due dates.
• Monitors industry trends and technological advances to identify future improvements and their impact.
• Conducts 1:1 meetings with Contact Center staff
• Creates employee schedules and ensures proper staffing during all hours of operation.

Other Essential Functions

• Participates in department and company meetings, as requested.
• Must be willing and able to work a variety of hours and work in various locations as needed.
• Performs other duties as assigned.

Education & Licensing

• High School Diploma, or equivalent, required.
• Bachelor's degree in Business or Health Administration preferred.

Experience

• 1 year experience in leadership, preferably in a call center environment.
• 2 years' experience in Medical Contact Center preferred.

Comprehensive Benefits Package

• Health insurance
• Dental insurance
• Paid Parental Leave
• Employer paid life and accidental death and dismemberment benefit
• Employee assistance program (EAP) benefit
• Company matched 401(k) plan
• Flex spending accounts (medical and dependent care)
• Health Savings Account
• Voluntary Benefits and Life Insurance Coverage
• PTO Accrual begins on Date of Hire
• Floating Holiday Day
• Annual Scrubs allowance for clinic employees
• Free annual eye exams for you and your immediate family
• Significant discounts on our services and products for employee and immediate family members

Job Type: Full-time

Associated Eye Care is an Equal Opportunity/Affirmative Action Employer

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