Program Manager, Call Center

This program provides a virtual triage service in support of patient care and treatment for a targeted audience. Using a patient-centric approach, the clinical and non-clinical team will assess and direct callers to the appropriate level of care, source providers, facilitate medical appointments and answer program questions.
This person will oversee the daily operations of the assigned program to ensure smooth operational performance and that all service level agreement metrics (SLAs) are met. Reporting to the Senior Program Manager, this position will serve on the management team and as the key personnel on all contact center operations, compliance, and performance matters. Support the services provided by the agents, implement program improvement planning and implementation, and ensure efficient, effective recruiting and workforce management.

Essential Duties and Responsibilities:

- Oversee the daily operations of a call center team to ensure performance metrics are met.

- Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures.

-Provide assistance and updates to staff regarding these policies and procedures.

- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.

- Collaborate with the customers to ensure open communication, cooperation, and timely issue resolution.

- Address inadequate quality issues with the supervisory and management teams in relation to reviews and corrections of calls monitored.

- Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.

- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels.

- Monitor call center compliance with ISO standards as applicable.

- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.

- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.

- Responsible for identifying and resolving issues, problems, and concerns with employees.

- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.

- Provide direction to staff when complaints are escalated to management level.

Participate in contact center staff hiring process
- Comply with HIPAA (Health Insurance Portability and Accountability) privacy rules
- Experience working remotely as part of a team including using Microsoft Office Suite, Teams, Zoom, SharePoint, and other digital tools

Requirements

Minimum Requirements

- Bachelor's degree in relevant field of study and 7+ years of relevant professional experience required, or equivalent combination of education and experience.

- Three (3) years of people management experience.

- Ability to obtain US Security Clearance

- 5-7 years of relevant work experience managing multiple contact centers in lieu of degree
- Experience in customer service, performance evaluation, and process improvement. 
- Experience in large volume staff training and coaching

Demonstrate knowledge of health contact center standards

Preferred Qualifications

- Excellent written and oral communication skills

Strong interpersonal skills with the ability to build relationships at all levels

- Proactive, self-starter with the ability to work well in a team environment

- Detail-oriented with good organizational skills and capable of effectively prioritizing and multi-tasking

We are an Equal Opportunity Employer.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long-Term Disability
• Training & Development
• Work From Home