Contact Center Quality Manager jobs in Cincinnati, OH

CommonSpirit Health was formed by the alignment of Catholic Health Initiatives (CHI) and Dignity Health. With more than 700 care sites across the U.S. from clinics and hospitals to home-based care and virtual care services CommonSpirit is accessible to nearly one out of every four U.S. residents. Our world needs compassion like never before. Our communities need caring and our families need protection. With our combined resources CommonSpirit is committed to building healthy communities advocating for those who are poor and vulnerable and innovating how and where healing can happen both inside our hospitals and out in the community.

Responsible for employee experience, quality management, recruiting, and performance of the CommonSpirit Health’s HR/Payroll Contact Center team. Accountable for the hands-on management of day-to-day contact center operations of a fully remote staff, including performance metrics such as call quality/efficiency, low abandonment rate, first call resolution, staffing utilization, and document fulfillment. Must demonstrate a commitment to excellence through management of customer service and staff development programs., Works with HR Operations and Support Services leadership to develop strategies for continuous process improvement and achieving budget objectives.

⦁ Overall management of the HR/Payroll Contact Center staff including Supervisors, Representatives, and Processors. Ensures a high level of employee satisfaction and engagement in a remote environment.

⦁ Develop & implement contact center policies, procedures and KPIs and ensure adherence. Ensures work is completed in the most cost effective manner and with the right resources.

⦁ Analyzing complex HR issues, defines solutions, and integrates best practices throughout the team.

⦁ Coordinate fluidly with division partners in HR Centers of Excellence to ensure business continuity and remove redundancy in business functions

⦁ Responsible for performance management, hiring, employee retention, and growth. Provides mentoring and guidance to drive process improvements and close performance gaps.

⦁ Identifies trends in inbound volumes and ensures schedules are properly aligned. Analyzes, identifies root causes, and develops action plans to maximize employee satisfaction.

⦁ Ensures that the systems and technology infrastructure are sufficient to meet the need and are leveraged to optimize efficiency and effectiveness by partnering with IT network and development teams.

The job summary and responsibilities listed above are designed to indicate the general nature of the work performed within this job. They are not designed to contain or be interpreted as a comprehensive inventory of all job responsibilities required of employees assigned to this job. Employees may be required to perform other duties as assigned.

⦁ BA/BS or equivalent work experience.

⦁ Professional training and/or certification such ICMI, Six Sigma / Lean Six Sigma, PMP and/or other industry recognized certifications are considered a plus, but not required.

⦁ Minimum of 7-10 years managerial experience, with at least 5 years in contact center supervisory and or management role.

⦁ Strong knowledge of technology solutions including customer service communication channels such as phone (inbound and outbound), online (web services), fax/scan, and paper.

⦁ Proven track record in operations supervisory or management role, including the ability to improve processes, and workflows.

⦁ Constant drive to improve operational performance and results with a data driven/analytical orientation.

⦁ Must thrive in fast-paced environment contributing to positive culture.

⦁ Highly engaged and customer focused with strong demonstration of customer service techniques and excellent interpersonal skills.

⦁ Experience in Human Resource environment preferred; knowledge in two or more of the following areas preferred: benefits, payroll, recruitment, employee relations, leave administration, etc.