Position Summary

We are currently transforming the patient experience, and we need a Contact Center Manager who is equally committed to operational excellence and team leadership. If youre someone who thrives in a collaborative environment, can analyze and optimize processes, and lead a team toward delivering exceptional service, wed love to hear from you.

 Knowledge, Skills, and Abilities

• Optimize Operations: Monitor and improve key metrics (missed calls, conversions, show rates) to meet performance targets.
• Enhance Workflows: Implement processes that drive efficiency and improve the patient experience.
• Manage Technology & Vendors: Oversee call center software and vendor performance, ensuring optimal ROI and consult bookings.
• Lead the Team: Inspire and support call center agents, manage external support, and onboard new hires.
• Ensure Quality Service: Uphold high service standards, address escalations, and provide coaching based on call evaluations.
• Develop Strategy: Create policies, manage the budget, and lead initiatives that align with company goals.
• Analyze Data: Report on performance trends and use insights to implement improvements.

 Required Education & Experience

• Proven experience managing a call center or customer service team, with a strong focus on metrics, process improvement, and leadership
• A collaborative leader who communicates effectively and drives performance through relationships and coaching
• Strong analytical skills, with the ability to use data to make informed decisions
• Proficiency in call center technology and vendor management
• Ability to thrive in a fast-paced, growth-oriented environment