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This range is provided by The CGC Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
$120,000.00/yr - $180,000.00/yr
Additional compensation types
Annual Bonus
Summary of Position:
Responsible for the day-to-day operations of the Call Center; works with the VP to develop, define, implement, and enforce Call Center policies and procedures to provide a differentiated (positive) member experience. Ensure that calls are handled promptly and meet required quality assurance and customer service guidelines, and that the department operates within established budgetary constraints. Take the lead on cross-functional call center service delivery initiatives.
Principal Accountabilities:
- Responsible for hiring and providing leadership to direct reports and call center advocates; ensures all operational procedures are executed and that all employees receive proper training to meet the needs of patients.
- Ensure proper ongoing training, development, and support of personnel, and ensure their knowledge of the company's policies and procedures, appointment availability, lines of business, services provided, and other significant information delivered to patients.
- Effectively and efficiently manage resources to meet department targets, including staffing levels, equipment, resource availability, and utilization etc.
- Proactively seek to learn best practices and techniques from other call centers to increase performance and deliver excellent customer service.
- Design and implement leadership training and performance goals for direct reports Call Center Managers and/or Supervisors, to improve managerial skills and professional growth.
- Perform workplace and telephone monitoring to ensure call quality and accuracy. Partner with the Quality Assurance team to determine coaching, feedback, and training needs, and monitor performance improvement cycles for advocates with performance gaps.
- Analyze reports to determine efficiencies of existing resources and make recommendations for future needs.
- Administer various activity reporting used for analysis and decision-making, such as the preparation of standardized reports or compiling data necessary to prepare additional reports.
- Maintain a database of current policies, procedures, and practices to ensure staff have accurate information available.
- Support projects and initiatives; identify and implement enhancements or new functionality to improve member satisfaction, experience, and efficiency—whether people, process, or technology-related.
- Partner with VP and Site Leader to develop ongoing employee reward and recognition programs for staff.
- Implement methods to effectively gather and assess customer feedback.
- Interface with internal department heads to assist with member requests or concerns, as needed.
Qualifications:
- Bachelor's Degree (preferably in business or healthcare) from an accredited institution.
- 10–12+ years of relevant, professional work experience.
- 5–10+ years' experience in a high-volume customer service call center environment.
- 2+ years' experience leading large teams (50–100+) with performance management authority for all staff, including supervisors and/or manager levels.
- Additional experience or specialized training may be considered instead of educational requirements.
- Experience with call center telephone systems and IVR.
- Experience with metrics and analysis, including workforce planning, productivity, SLAs, and KPIs.
- Experience representing Call Center functions to senior leadership.
- Inbound call center experience.
- Healthcare industry experience with patient- or member-centric call centers.
- Experience working with unionized employees.
- Highly effective communication skills (verbal, written, interpersonal) with all types and levels of audiences.
- Strong time management, organizational, and problem-solving skills with the ability to prioritize projects.
- Strong leadership abilities and the capability to direct a diverse workforce effectively.
- Experience managing budgets.
- Willingness and ability to travel as required to various work sites in NY State (NYC, Albany, Syracuse) and CT.
We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Seniority level
Employment type
Job function
- Job functionHealth Care Provider
- IndustriesTelephone Call Centers and Hospitals and Health Care
Referrals increase your chances of interviewing at The CGC Group by 2x
Inferred from the description for this job
Medical insurance
Vision insurance
401(k)
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