Location: Baltimore,MD, USA
Essential Duties and Responsibilities: - Oversee the daily operations of a large health program to ensure performance metrics are met. - Maintain updated knowledge of the performance requirements as well as corporate and project policies and procedures. -Provide assistance and updates to staff regarding these policies and procedures. - Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs. - Collaborate with the customers to ensure open communication, cooperation, and timely issue resolution. - Address inadequate quality issues with the supervisory and management teams in relation to reviews and corrections of calls monitored. - Monitor performance goals and objectives for the staff and complete daily and weekly reports. - Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels. - Monitor call center compliance with ISO standards as applicable. - Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures. - Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed. - Responsible for identifying and resolving issues, problems, and concerns with employees. - Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary. - Provide direction to staff when complaints are escalated to management level. Requirements Minimum Requirements - Bachelor's degree in relevant field of study and 7+ years of relevant professional experience required, or equivalent combination of education and experience. - Three (3) years of people management experience. - Ability to obtain US Security Clearance - 5-7 years of relevant work experience managing multiple contact centers in lieu of degree - Experience in customer service, performance evaluation, and process improvement. - Experience in large volume staff training and coaching Demonstrate knowledge of health contact center standards Preferred Qualifications - Excellent written and oral communication skills Strong interpersonal skills with the ability to build relationships at all levels - Proactive, self-starter with the ability to work well in a team environment - Detail-oriented with good organizational skills and capable of effectively prioritizing and multi-tasking We are an Equal Opportunity Employer. Benefits