Outbound Contact Center Manager manages outbound call center operations and agents that sell products or services to new and existing customers. Develops standards and monitors metrics and targets for call volume, sales, and timeliness. Being an Outbound Contact Center Manager implements sales and product training to ensure staff is updated on product and service offerings and upsell techniques. Sets and communicates operational policies and procedures. Additionally, Outbound Contact Center Manager may require a bachelor's degree. Typically reports to a director. The Outbound Contact Center Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be an Outbound Contact Center Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Job Summary
Worksite Location (In-Office) : Honolulu, Oahu
Note : Individuals typically begin between the minimum to middle of the pay range
Responsible for managing and overseeing all aspects of a Customer Relations Contact Center Location, to include business continuity and operations of a service center.
Responsibilities include overseeing human resource management of Customer Relations staff, coordinating workforce management, and ensuring staff is providing accurate and timely servicing to members and providers via the telephone, in writing (hard copy correspondence and email) and in person servicing.
Responsible for contact center internal and external goals and standards including the Association's First Call Resolution (FCR) and Member Touchpoint Measures (MTM), corporate goals, Net Promoter Score, positive customer satisfaction levels, and employer groups' performance guarantees.
Is actively involved in building relationships with customers to transform healthcare delivery and improve wellness in their community.
Overseeing and coordinating all Customer Relations activities for Customer Relations at the location. This can range from providing management oversight to non-exempt staff to setting up and coordinating HMSA-sponsored meetings at the location.
Minimum Qualifications
Duties and Responsibilities
Manages and oversees the overall daily operations of a Contact Center location. This includes business continuity responsibilities, as well as working directly with vendors, contractors, and other service vendors to support the physical operations and maintenance of the facility and equipment on behalf of all staff / departments (with minimal onsite support from departments such as Human Resources, Administrative Services, HMSA's Compliance Office, and Information Systems).
Coordinates operations in conjunction with management at the HMSA Center and other service locations.
Throughout the day makes sound business decisions to adjust personnel to respond to fluctuations in customer servicing needs and ensure appropriate coverage for servicing our customers.
Articulate, review, and oversee the staff's consistent adherence to corporate and department policy standards to ensure efficient operations and compliance with requirements set by Federal and State laws, NCQA, FCR and MTM standards, corporate measures, and group performance guarantees where poor performance could result in monetary penalties.
Assists staff in the investigation and resolution of complex issues and policies that impacts members, providers, and groups.
Ensures accurate and timely resolution to comply with HMSA's contract terms, policies, and procedures.
Use survey data to effectively coach staff to improve their servicing effectiveness and their customer satisfaction scores.
Use survey data to recommend business process changes that improve the customer experience and reduce inquiry volume, costs, or increases efficiency across the organization.
Demonstrate proficiency in the Web-based tool that is used to access, analyze and act on the survey data.
Last updated : 2024-03-09
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