Engagement Center Supervisor

Job Title: Supervisor – Member Engagement

Position Description

Partners in Care Foundation is immediately seeking a hands-on and analytical contact center manager to fill a critical role within our organization.  The position manages a team of agents within a blended inbound/outbound environment.

The position will manage the day-to-day operations of the department including, but not limited to staffing, hiring, managing performance, monitoring quality, ensuring PHI/HIPAA compliance, analyzing call patterns, managing client relationships, training, etc.

This is a very hands-on position and an excellent opportunity for a smart, analytical, solutions-oriented team player who is eager to work in a matrix structure.

Essential Duties And Responsibilities

  • Monitor and manage a fully-hosted auto-dialer
  • Monitor call arrivals and patterns and adjust accordingly
  • Ensure service levels are consistently maintained to optimize customer and client satisfaction
  • Ensure adequate staffing commensurate with call arrivals
  • Observe/monitor agent calls (live and recorded) to ensure compliance with PHI/HIPAA, call scripts, and motivational interviewing techniques
  • Drive the pursuit off company and client-imposed goals including enrollments and conversion from enrollment to “show rate”.
  • Foster an environment of continuous improvement
  • Coach and motivate assigned team members
  • Handle customer and client complaints
  • Create and implement staff training and rewards programs
  • Prepare and disseminate reports for senior leadership and clients
  • Assist in the development and management of operating plan and department budget
  • Identify opportunities to enhance efficiency and maintain best service levels through the use of improved technologies and tools.

Desired Skills And Experience

  • A BA/BS degree in a management-related field
  • A minimum of 5 years’ experience managing high-volume contact center operations
  • Knowledge of Salesforce or similar CRM system
  • Knowledge of hosted applications including auto-dialer, CRM, and ACD systems
  • Excellent oral and written communication skills
  • A dynamic personality with the energy, passion, and enthusiasm to drive change
  • A demonstrated collaboration, negotiation, and conflict resolution skills, with the ability to lead and implement strategies designed to yield improvements.