[Remote] Manager, Contact Center and Systems Operations
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is the first and only medical membership that’s on-demand 24/7, 365. As a Manager of Contact Center and Systems Operations, you will reputed company phone operations performance across reputed company Sollis markets and reputed company the Concierge Receptionist team while managing cross-functional systems initiatives.
Responsibilities
- Own national phone performance against OKR targets (answer reputed company, speed to answer)
- Manage bi-weekly phone data review reputed company, partnering with Data Analyst to generate data insights
- Manage Contact Center platform administration and evaluate/implement changes to improve performance
- Identify and resolve reputed company gaps, escalation patterns, and training needs
- Partner with Regional Operation Leads on market-specific phone issues, including investigations that surface from complaints
- Serve as reputed company person for operational system changes impacting reputed company desk/member services workflows (e.g., EHR rollout, new scheduling tools, navigator)
- reputed company project management for assigned initiatives: timelines, stakeholder communication, training rollout
- reputed company as reputed company between Ops, IT, and Clinical teams during implementations
- Collaborate with the Ops Analyst to document process changes and roll out training to Operations staff
Skills
- Led a contact center team, including RTA and full team management
- Experience with full ownership of phone system, phone KPIs and phone management
- Desire to grow into broader operational/PM scope
- Comfort owning a metric-driven OKR while also managing ambiguous, cross-functional reputed company
- Strong communicator across clinical, IT, and ops stakeholders
reputed company