Description:
We are currently seeking qualified and motivated professionals interested in joining our team in support of an upcoming federal contract (pending award). This position will play a key role in delivering high-quality services to our government client and will be contingent upon contract award.
Essential Duties and Responsibilities:
- Maintain an understanding of the Contact Center processes and policies.
- Manage Contact Center Sr. Managers, Managers, Supervisors, and Contact Center Staff.
- Ensure compliance with all applicable requirements of the contract, state, and federal regulations.
- Collaborate with various departments to ensure open communication, cooperation, and timely issue resolution.
- Oversee quality control and implements any necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Contact Center and enrollment functions.
- Provide final approval in the creation and implementation of innovative methodologies to improve Contact Center operations.
- Develop performance goals and objectives for the Contact Center and monitor the achievement of those goals.
- Coach team, set expectations, conduct performance appraisals and provide career development, corrective action and recognition for assigned staff.
- Analyze weekly/monthly/quarterly statistics.
- Develop and implement strategies to improve customer service and operational efficiency.
- Attain Key Performance Indicators (KPIs) and prepare reports for senior management.
- Drive employee engagement and foster a positive work environment.
- Oversee operations including staffing, scheduling, quality assurance, and service delivery across multiple communication channels (phone, email, chat, SMS).
Minimum Requirements
- Bachelor's degree in relevant field of study.
- 10+ years of relevant professional experience required.
- Equivalent experience will be considered in lieu of Bachelor's degree.
- 5+ years of experience in a contact center management role, with proven track record of achieving performance goals and leading teams.
- Excellent leadership, communication, and problem-solving skills.
- Healthcare/military/government Contact Center experience preferred.