Contact Center Quality Manager jobs in Illinois
Contact Center Quality Manager oversees contact center quality assurance programs. Establishes standards governing customer interactions and implements monitoring programs. Being a Contact Center Quality Manager designs training programs or process enhancements that correct quality issues. Typically requires a bachelor's degree. Additionally, Contact Center Quality Manager typically reports to a head of a unit/department. The Contact Center Quality Manager supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Contact Center Quality Manager typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. (Copyright 2024 Salary.com)
Recently Added Contact Center Quality Manager jobs
Contact Center Manager
- USA Clinics Group
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Lincolnshire, IL
FULL_TIME
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The Contact Center Manager is responsible for developing and managing staff and processes while ensuring the highest level of service and patient satisfaction. The Contact Center Manager will develop, measure and monitor performance to positively affect the Call Center environment and its success. The manager will need working knowledge of industry trends and understand the impact on patient care to ensure all patients receive a high-quality call experience and report on data metrics. The Contact Center Manager will also oversee all provider clinic schedules, audit scheduled appointment length and creates rules around scheduling.
Responsibilities
Timely and optimal scheduling of all new Patient appointments.
Improve conversion rate of calls to occurred appointments.
Increase occurred appointment rate.
Decrease No Show/Cancelled/Rescheduled appointment rate.
Increase the accuracy/completeness of patient information entered.
Improve timely confirmation rate for all appointments.
Improve performance for Patient Intake, throughout the Contact Center and all office Receptionists.
Improve Customer Service throughout the organization.
Reduce scheduling gaps.
Monitor performance by reviewing relevant reporting data and producing statistical reports.
Oversee accurate registration and scheduling of new leads for appointments by adhering to established scripts and procedures.
Ensure that staff are accommodating the scheduling needs of existing patients, including scheduling future appointments and addressing schedule changes.
Ensure that entire treatment plan is scheduled (if needed) at initial visit appointment.
Perform recalls, confirmations, and tasks for leads for existing or former patients.
Ability to answer questions for patients and addresses concerns using established scripts and procedures.
Responsible for after hours coverage as assigned.
Oversee that onsite staff prepare patient charts and schedules for the next day.
Demonstrates knowledge of services, professionalism and outstanding customer service.
Build and update Scripts/Training modules as needed.
Performs other related duties as assigned.
Requirements
Associates degree required, bachelors degree preferred
5 years of call center or customer service experience required
1-3 years of supervisory experience required
Working knowledge of industry trends and metrics is required
Experience with data analysis required
Benefits
Medical
Dental
Vision
401k & Match
- 11 Days Ago
Support Center (Service Desk) Manager
- Contact Government Services, LLC
-
Peoria, IL
FULL_TIME
- Support Center (Service Desk) ManagerEmployment Type: Full Time, Mid-levelDepartment: Information Technology CGS is seeking a Support Center (Service Desk) Manager to join our team supporting a wide-r...
- Just Posted
Manager, Member Contact Center (On-Site)
- Great Lakes Credit Union
-
North Chicago, IL
FULL_TIME
- DescriptionGreat Lakes Credit Union is Hiring GREAT people for our GREAT team!Do you enjoy being an integral part of a service-driven team, supporting those that support the customer? WE WANT YOU ON O...
- 1 Month Ago
Manager, Member Contact Center (On-Site)
- Great Lakes Credit Union
-
Chicago, IL
FULL_TIME
- Description Great Lakes Credit Union is Hiring GREAT people for our GREAT team!Do you enjoy being an integral part of a service-driven team, supporting those that support the customer? WE WANT YOU ON ...
- 1 Month Ago
Senior Manager - HR Shared Service, Contact Center Delivery
- McDonald's Corporation
-
Chicago, IL
FULL_TIME
- Company DescriptionMcDonald’s is proud to be one of the most recognized brands in the world, with restaurants in over 100 countries that serve 70 million customers daily. As the global leader in the f...
- 1 Month Ago
Medical Outbound Contact Center
- Wellbe Senior Medical
-
Chicago, IL
OTHER
- Job Summary The Engagement Specialist joins the WellBe team’s efforts in acquiring new patients and helping our patients to lead a more meaningful life. This unique role provides the opportunity to di...
- 19 Days Ago
Contact Center Quality Manager jobs at Popular Companies
Contact Center Operations Manager
- SPECTRAFORCE
-
Seattle, WA
- Title: Project/Program Manager Duration: 11 months with the high possibility of extension or conversion Location: Seattl...
- 4/24/2024 12:00:00 AM
Contact Center Manager
- Morgan Tanner & Associates
-
Fulton, MD
- Contact Center Manager Morgan Tanner & Associates focuses on connecting great people to great opportunities in the servi...
- 4/24/2024 12:00:00 AM
Contact Center Manager
- Stanford Federal Credit Union
-
Palo Alto, CA
- Job Description Job Description Member Care Team Manager Opportunity at Stanford Federal Credit Union!Were on a mission ...
- 4/24/2024 12:00:00 AM
Call Center Manager
- Godshall Recruiting
-
Duncan, SC
- Salary: $65K to $80K What is your perfect fit? Would you like a later start to the work day? Is a generous amount of PTO...
- 4/24/2024 12:00:00 AM
Contact Center Manager
- Stanford Federal Credit Union
-
Palo Alto, CA
- Job Description Job Description Member Care Team Manager Opportunity at Stanford Federal Credit Union! We’re on a missio...
- 4/23/2024 12:00:00 AM
Contact Center Manager I
- Wsfs Bank
-
Newark, DE
- Job Description WSFS Bank is currently seeking a Contact Center Manager I The Contact Center Manager I will provide lead...
- 4/23/2024 12:00:00 AM
Sr. Contact Center Manager
- Americor
-
- At Americor, we've assembled a team of like-minded individuals deeply committed to addressing the debt crisis in the Uni...
- 4/23/2024 12:00:00 AM
Contact Center Operations Manager
- Semmes Murphey Clinic
-
Memphis, TN
- Job Type Full-time Description Semmes Murphey Clinic's mission is to deliver the best care for people suffering from neu...
- 4/21/2024 12:00:00 AM
About Illinois
Illinois (/ˌɪlɪˈnɔɪ/ (listen) IL-ih-NOY) is a state in the Midwestern and Great Lakes region of the United States. It has the fifth largest gross domestic product (GDP),
the sixth largest population, and the 25th largest land area of all U.S. states. Illinois is often noted as a microcosm of the entire United States. With Chicago in northeastern Illinois, small industrial cities and immense agricultural productivity in the north and center of the state, and natural resources such as coal, timber, and petroleum in the south, Illinois has a diverse economic base, and is a major transportation hu...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Manager jobs
$74,989 to $112,937
Most Popular Cities in Illinois for Contact Center Quality Manager Jobs
What does a Contact Center Quality Manager do?
Contact Center Quality Manager in Pierre, SD
This includes the day-to-day supervision of non-exempt team members in a high quality/high productivity environment.
January 08, 2020
Contact Center Quality Manager in Champaign, IL
Gain a holistic view of quality - Enjoy powerful, at-the-ready quality dashboards to see team and individual progress in real time.
January 17, 2020
Contact Center Quality Manager in Fargo, ND
Contrary to popular thought, quality control and quality assurance are not one in the same.
January 28, 2020