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)
Position Summary
The Contact Center Manager is responsible for the effective and efficient leadership of the Customer Service Representatives and Client Services of CareEnroll. The Contact Center Manager is responsible for ensuring the Customer Service Team has the operational training and guidance necessary to meet Contractual Service Level Agreements (SLAs) as determined by our clients and the State of Indiana Office of Medicaid Policy and Planning (OMPP). Primary responsibilities include management, training, and overview of the Customer Service Department and Customer Service Representatives.
The primary roles of the position are:
Lead, Manage, Hold-accountable (LMA)
Client Services Liaison
Collaborate in Creating Workflows and Client Reports Necessary to ensure proper QC
Hire, Train, and Support the Growth of Staff
Quality Assurance Management
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
For this position, LMA duties includes both the CSRs and Team Lead/Supervisors who may ultimately report to this position, as well as the vendors of the systems.?Because exceptional leaderships skills are a key aspect of the position, the following responsibilities apply:
Managing internal metrics, including EOS scorecard, that?positively demonstrate performance and have a positive impact on operational performance
Performing bi-weekly L10 meetings with direct reports, as stated by EOS
Ensuring vendor?SLA?s?are well-defined, tracked internally, and met?by the CSR?s
Completing quarterly and annual performance reviews as determined by Human Resources
Creating?and completing?a remediation plan to restore the?SLA?s when?they are not met
Client Service Liaison
Interact with clients to establish a working partnership with peer-level customers who are responsible for the management of our account?
Participate in weekly/monthly operations meetings, as defined by the client?s need.
Respond to all client emails and requests within 24 hours of receipt
Create meeting agendas, followup notes, and deliverables for both the clients and internal CareEnroll team for communication visibility
Collaborate in Creating Workflows and Client Reporting Necessary to Support Client Contract and Inventory Management
Collaborate with DOO and QCM to verify that the quality of data and performance meets contractual needs
Innovate processes to improve workflows that directly impact performance, effectiveness, and efficiency?of the operations staff
Review client reporting and ensure accurate billing on various services managed by Operations
Consistently review existing processes to proactively advance Contact Center performance and ensure appropriate inventory management
Maintain the dialer system for outbound calls and forecast effective campaign schedules and outreach methods to ensure positive right-party connection and conversion rates are met
Hire, Train, and Support the Growth of Staff
Provide hands-on system administration support, system maintenance, and operations support with a thorough understanding of the communications system
Collaborate with Director of Operations in the prediction of staffing levels needed for the implementation of new projects
Fully document?all training material necessary to support the education and training of new hires
Attend seminars, conferences, and online courses to remain innovative on changes that directly impact our client and offered services in Operations
Provide consistent education of staff by creating up-to-date training documentation that supports changed policies and procedures ?
Create incentive programs, including the use of HR software (Clarity Wave), to ensure CSR?s are consistently rewarded for notable performance
Perform quarterly Gets It, Wants It, Has the Capacity (GWC) evaluations of each report with Director of Operations to ensure an appropriate career path for staff
Quality Assurance Management
Understand and create processes to manage the quality of services as stated to our clients
Manage quality assurance metrics to ensure 90% of performance results are achieved
Monitor call and screen recording, if applicable, to track and evaluate if required call scripts are appropriately stated
Evaluate CSR soft skills to ensure each employee is in the right seat, based on each project?s demographic need
Perform monthly QA session with every CSR to educate and/or commend work performance
Other Responsibilities
Adhere to the company?s values at all times
Adhere to the organization?s confidentiality policy and protection of confidential information at all times, including all company policies and procedures
Treat clients, members, patients, guests, staff, and others with care, courtesy, and respect
Perform other duties, responsibilities, and activities that may change or be assigned at any time, with or without notice
Competencies
Effective leadership and motivational skills
Strong critical thinking and problem-solving skills
Strong interpersonal and communication skills (both verbal and written) necessary to interact with staff, members/patients, vendors, and clients
Ability to understand complex issues
Detail-oriented organizational skills
Good listening skills and telephone presence
Dependability, adaptability, flexibility, and creativity
Professional attitude
Supervisory Responsibility
This position supervises the Contact Center Supervisor, Customer Service Team Lead, and the Customer Service Representatives.
Work Environment
This job operates in a professional office environment, including telework. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
Physical Demands
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times.
Position Type and Expected Hours of Work
This is a full-time position, and days of work are Monday through Friday. Hours of work are subject to the need of the Contact Center. Evening and weekend work may be required as job duties demand.
Travel
Some travel is expected for this position in order to meet with clients, attend seminars, and perform vendor audits.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.
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