Senior Manager, Contact Center

1 month ago

Hamilton, Ontario, Canada Saint Elizabeth Health Care Full time

JOB SUMMARY:

The Senior Manager, Contact Center is responsible for the overall management, strategic direction, and transformation of a 24/7 contact center. This role involves managing a team of approximately 20 daytime agents and a manager with a team of approximately 20 after hours agents, including those working overnight shifts. The Senior Manager, Contact Center will play a key role in driving current operations to a higher maturity level through governance, technology, process, and operational improvement. The role requires a strong leader with extensive experience in contact center operations, preferably in the healthcare sector, with a proven ability to drive operational excellence and enhance customer satisfaction.

JOB RESPONSIBILITIES:

· Provide leadership, coaching, and development to a team of 40 contact center agents, including those on overnight shifts.

· Foster a positive and productive work environment that encourages teamwork, accountability, and continuous learning.

· Conduct regular performance evaluations and implement development plans to improve agent skills and performance.

· Manage day-to-day operations of the contact center, ensuring that all shifts, including overnight hours, are staffed adequately to meet service level agreements (SLAs).

· Monitor key performance indicators (KPIs) such as call handling time, customer satisfaction, and first-call resolution, and take corrective actions as needed.

· Oversee scheduling, workforce management, and real-time monitoring to optimize agent availability and performance.

· Implement and maintain quality assurance programs to monitor call quality, customer interactions, and adherence to policies and procedures.

· Handle escalations and complex customer issues, ensuring they are resolved promptly and satisfactorily.

· Prepare and present regular reports on contact center performance, including trends, challenges, and recommendations for improvement.

· Utilize data analytics to identify patterns, forecast demand, and inform decision-making.

· Stay informed on industry best practices and emerging trends in healthcare contact center management.

· Drive the transformation of an existing contact center from a lower maturity level to a higher maturity level, by identifying opportunities for improved governance, process improvements, technology upgrades, and enhanced customer service.

· Develop and implement strategies to improve operational efficiency, enhance customer satisfaction, and reduce costs.

· Collaborate with senior leadership to align contact center operations with overall organizational goals and objectives.

· Provide guidance on the creation and setup of contact center services to support new lines of business

QUALIFICATIONS:

· Bachelor's degree in healthcare administration, business administration, or a related field.

· Minimum of 5-7 years of experience in contact center management

· Proven experience in standing up a new contact center or transforming an existing one from lower to higher maturity levels.

· Experience managing a team of 40+ agents, including experience with overnight or 24/7 operations.

· Strong knowledge of healthcare regulations, including HIPAA, and experience in a healthcare contact center environment preferred.

· Excellent leadership, communication, and interpersonal skills.

· Proficiency in CXOne NICE contact center technology, workforce management tools, and data analytics.

· Ability to work flexible hours and manage a team across multiple shifts, including nights and weekends.

About SE Health

At SE, we love what we do. Every day, we bring hope and happiness to clients, homes, and communities across Canada. We treat each person with dignity and love, like our own family; we build empathy; and we do the right thing. We are always inspired to make a difference. As a not-for-profit social enterprise, we share knowledge, provide the best care, and help each client to realize their most meaningful goals for health and wellbeing. We are an inclusive workplace offering competitive pay, benefits, pension, and work life balance. We're a great place to work, and we hope you'll join our team.

In the interest of the health and safety of our patients/clients, employees, and greater good of public health, SE Health requires those that wish to work for this organization to be fully vaccinated against COVID-19. Fully vaccinated means a person has received both doses of the COVID-19 vaccine and it has been 14 days since the last dose.

SE Health is committed to the success of all its employees. If you feel you need accommodations because of illness or disability, please do not hesitate to contact the Talent Acquisition team at at your earliest convenience.

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