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Manager Contact Center Operations

Location: Buffalo, NY, United States

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Job Description

Facility: Canisius College

Shift: Shift 1

Status: Full Time FTE: 1.000000

Bargaining Unit: Catholic Health Emmaus

Exempt from Overtime: Exempt: Not Applicable

Work Schedule: Days

Hours: Varied within the 7a-7p hours of operation.

Summary:

The primary responsibilities of a Manager Contact Center Operations are developing and delivering training programs for Contact Center personnel, and developing and delivering a quality measurement system. The Manager Contact Center Operations will develop curriculum tracks, materials, and competency evaluations across all Contact Center services. The Manager of Operations should expect to independently run classes of up to 25 new hires, inclusive of teaching, evaluating, and serving as an interim supervisor. The Manager Contact Center Operations will develop and maintain a quality assurance program to monitoring the performance of the Contact Center and customer satisfaction metrics. Ideal candidates for this position will have high energy, a positive attitude, and a desire to continuously improve their skills, the training curriculum, and the Contact Center. Key expectations of this role include providing new and existing staff with the skills they need to successfully assist patients, working collaboratively with other Contact Center staff to achieve quality and performance standards and creating a welcoming and positive environment for the Contact Center.

Responsibilities:

EDUCATION
  • Bachelor's degree required; concentration in business, health services administration or related field preferred

EXPERIENCE
  • Two (2) years of training/education experience required
  • Two (2) years of supervisory/leadership experience preferred
  • Contact Center experience preferred
  • Customer service experience preferred
  • Knowledge of Healthcare preferred
  • Proficiency in Microsoft Office Suites required
  • Experience with scheduling, insurance eligibility and authorization process in healthcare preferred
  • Epic experience preferred

KNOWLEDGE, SKILL AND ABILITY
  • Extensive knowledge of workflows
  • Can create teaching materials using various platforms
  • Shows experience with teaching groups of varying sizes, professions, backgrounds, and abilities
  • Is collaborative, team-oriented, and shows ability to lead
  • Can work independently while creating or teaching classes
  • Demonstrates excellent, active listening skills
  • Possesses excellent written and verbal communication skills
  • Shows comfort with Microsoft Word and Excel
  • Works well with computers and possesses good typing skills
  • Demonstrates a personal commitment to promoting high performance
  • Strives for continuous improvement
  • Maintains high energy and a positive attitude
  • Thinks quickly and uses appropriate judgment
  • Demonstrates diplomacy and patience while interacting with consumers and colleagues
  • Able to interact with staff, colleagues and stakeholders in a respectful manner
  • Excellent time management, organizational and problem-solving skills
  • Demonstrates regular, consistent and punctual attendance
  • Must be able to work variable schedules
  • Maintains a neat and professional appearance

WORKING CONDITIONS

ENVIRONMENT
  • Normal heat, light space, and safe working environment; typical of most office jobs
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