Inspire health. Serve with compassion. Be the difference.
Job SummaryThe principle purpose of this position is to provide management and leadership in the on-going operations of the centralized Call Center for Prisma Health. Delivers call center performance metrics by engaging with supervisors, quality assurance, workforce management, IT, and operations support teams in reflecting the service and quality and efficiency aspirations of Prisma Health. Assumes financial accountability and authority for the operations within defined parameters. Operates and thinks from a strategic prospective. Maximizes customer satisfaction, cost effectiveness and productivity in the areas of: appointment phone operation centralized scheduling, health plan information and achieves Patient Satisfaction and Quality targets for the departments. This leader must be able to develop, motivate, and inspire supervisory staff to achieve service excellence goals. This position will routinely interact with a diverse group of internal customers that include information technology personnel, physicians, shop stewards, and labor management.
Responsible for hiring and performance management of service line team to consistently achieve service level, quality, and operational effectiveness. Utilize independent judgement and operational expertise to determine staffing levels and intra-day staff allocation changes to meet daily service level goals. Interpret and cascade strategic goals and messaging to supervisors and extended team. Monitor and evaluate agent daily performance, including call/email and after- work monitoring (using call recording and quality assurance applications), monitor case resolution, review productivity and attendance reports, and support employees to improve performance.
Primary responsibility for formal agent performance reviews, coaching sessions, including annual goal- setting/performance development plan, mid-year performance review, and final year- end performance review. Report, analyze and resolve system, customer and operational issues that impact service quality. Strive to provide all customers with an outstanding customer experience. Build, establish and maintain open lines of communication with agents, peers, trainers, Vice President, Director, QA specialists, and other ancillary areas of the company to facilitate problem resolution.
Assist in administering team attendance records, salary plans, vacation and staffing schedules and forecasts. Build and maintain a positive working environment that attracts and retains high- quality staff. Be visible to agents. Perform live monitoring of agents, feedback for on-the-spot performance, and assist Agents struggling with calls.
Prioritize the team's work, including internal service requests, escalations, and client remediation efforts. Support the service model by ensuring clients are following the established paths for request resolution. - 75%
Call monitoring from both recorded calls and side-by-side with the call center agents actively coaching to quality and customer experience standards. Monitor team and individual performance on an hourly/daily basis and make real-time adjustments to staffing and resource management based on constantly changing requirements. Daily updates to employee coaching logs and quality tracking sheet to ensure visibility of performance trends and that appropriate corrective actions/improvement plans are initiated and executed as intended. Maintain subject matter expertise for given product line with sufficient knowledge and skill to take over escalated phone calls AND the ability to do phone time as an example training tool for agents. – 25%
Job has direct and/or indirect supervision of team members that may include final budget authority, hire/termination authority, performance appraisal responsibility and disciplinary authority. Job will be considered a member of management staff at Prisma Health or affiliate and will have direct reports.
5 years - Call center (inbound/outbound) management
In Lieu Of
In Lieu of the education and experience requirements noted above, 8 years experience in call center manager or higher role is acceptable.
Knowledge, Skills or Abilities
5+ years experience working in a high volume call center or three years in a customer service related environment.
5+ years experience with direct people management responsibilities
Knowledge of performance evaluation and customer service metrics
Basic computer skills
Knowledge of office equipment (fax/copier)
Proficient computer skills (word processing, spreadsheets, database)
Call Center technology (dialer, IVR, CRM)
Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus - Preferred
Work ShiftDay (United States of America)
LocationGreenville Memorial Med Campus
Department70019063 Call Center
Share your talent with us! Our vision is simple: to transform healthcare for the benefits of the communities we serve. The transformation of healthcare requires talented individuals in every role here at Prisma Health.
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