Contact center manager job description

• Engages & assists in the development of departmental business plan, goals, strategies, and tactics. Ensures sales and service goals are understood and met at the individual level.
• Assists in the development and execution of a staffing plan, coordinating daily assignments and hourly schedules to ensure adequate coverage from a workflow perspective.
• Assists in daily execution of high-quality service to all internal department staff and members. Escalates issues in accordance with retail processes. Assists in the recruiting, hiring, and coaching of staff.
• Evaluates staff performance, Prepares the 90 Day Review, assists in the preparation of the annual reviews & performance improvement plans. Participates in the delivery of the employee reviews & provides constructive feedback.
• Collaborates with the Member Experience Manager to build and maintain employee relationships and team spirit.
• Develops reports for individual goals and metrics.
• Monitors and inspects staff compliance to regulations, policies, and procedures, reporting gaps to managers.
• Participates with the Member Experience Manager to understand, communicate and execute marketing events and promotions.
• Collaborates with the Member Experience Manager & Human Resources for timely resolution of personnel issues.
• Handles member escalations and staff overrides.
• Ensures awareness to physical security policies.
• Maintains Expertise in Credit Union Functions, Retail Duties, Knowledgebase, and Regulations. Complies with all applicable Rules, Regulations and Statutes of the NCUA and other appropriate governing bodies to include but not limited to the Credit Union Bylaws, Credit Union Code of Conduct, Credit Union Employee Guidebook, Bank Secrecy/Anti-Money Laundering Act, Fair Housing Act, Fair Lending Act, and Fair Credit Reporting Act.
• Assumes the responsibility of the either the Contact Center Experience or Operations Manager in their absence.
• Performs other duties as assigned.

Education: High school diploma or equivalent plus (5) five years relevant experience or bachelor's degree in business or related field and one (1) year relevant experience required.

Experience : Three (3) years of supervisory/managerial responsible experience in a contact center environment with prior consumer lending, teller operations, collections, new accounts, banking regulations operations preferred.

Skills: Working knowledge of consumer lending required. Excellent math and analytical skills required. Ability to manage multiple tasks and supervise multiple people in a challenging environment. Excellent critical thinking skills required. Proficiency with PC applications such as Outlook, Word and Excel required.

Communication: Excellent oral and written communication skills required. Ability to communicate in a professional and effective manner with all levels of Credit Union staff, vendors, Board Members, and members.

Supervisory: Minimum (2) two years of managerial experience required.

Time In Service: None Required.

Equal Opportunity Employer/Veterans/Disabled

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.

Under general supervision, responds to all telephone inquires in a courteous and timely manner, that seeks to exceed the customer's expectations and recognizes the importance of first impressions. Follows established protocols to schedule patient appointments for a multi-specialty environment. Performs new patient registration; updates registration and insurance information. Follows established protocols for prescription request and/or messaging. Advocates on the caller/customer behalf to ensure their needs are met with the highest standards of customer service.
PRINCIPAL DUTIES AND ESSENTIAL FUNCTIONS:

Triages and responds to telephone or electronic inquiries from patients, physicians, employees and other customers regarding registration, appointments, prescription refills, provider messages and other services.

Works to resolve all caller inquiries and issues and demonstrates ability to transfer calls by following customer service guidelines.

Schedules appointments according to established scripting and scheduling protocols.

Accurately and promptly schedules, reschedules and cancels appointments so as to maximize resource utilization of providers for optimum efficiency.

Instructs patients in preparation of visit by providing any preparation, location and other general information in a professional and courteous manner.

Facilitates new patient pre-registration, updates current demographic and insurance information.

Demonstrates working knowledge of insurance concepts and coverage and provides appropriate information to patients on participating and non-participating payors.

Utilizes information systems/tools, such as Invision/RCO, eClinicalWorks, NEHEN, DaVincian, EMDEON and others to assist with the scheduling and registration processes.

Documents and escalates feedback to management for recognition and/or resolution.

Takes accurate messages and relays key information to clinic staff as needed.

Reads email periodically throughout the day and reviews other written sources to keep up to date on all communication/changes within the organization.

Consistently provides the highest level of customer service when interfacing with patients, co-workers, referring physicians and other Tufts MC departments.

Exhibits a willingness to solve problems constructively and seeks excellence in the performance of his/her job.

Participates in the achievement of personal and departmental goals and initiatives.

Actively contributes to positive morale and teamwork; stays informed and supports changes and initiatives; demonstrates good communication skills; keeps coworkers informed

* Supports assigned business area in the execution of practices, systems, and activities by conducting analyses of initiatives to understand and communicate existing trends; analyzing and interpreting data; and translating data analysis into recommendations that are aligned with business objectives.

* Supports quality control by creating documentation that adheres to Walmart business rules; validating accuracy of data received; notifying management of quality issues or concerns; identifying data trends and system and process issues and communicates to stakeholders; sharing process improvement suggestions; and performing quality checks of documents processed.

* Ensures compliance with local, state, and federal laws and regulations and company policies and procedures by analyzing and interpreting reports; implementing and monitoring human resource compliance processes; implementing action plans to improve performance; and ensuring confidentiality of information, documentation, and assigned records.

* Provides customer service by responding to customer disputes and ad-hoc questions requiring research; collaborating with customers to escalate customer inquiries and provide status updates and guidance to management; communicating to customers via verbal and written communication; conducting compliance reviews; negotiating dispute resolution; analyzing, interpreting, and consolidating information into reporting for customer review; and coordinating communication between customer and business area. Completes work assignments and priorities by using policies, data, and resources; collaborating with managers, co-workers, customers, and other business partners; identifying priorities, deadlines, and expectations; carrying out tasks; communicating progress and information; determining and recommending ways to address improvement opportunities; and adapting to and learning from change, difficulties, and feedback. Complies with company policies, procedures, and standards of ethics and integrity by implementing related action plans; using the Open Door Policy; and applying these in executing business processes and practices.

* Provides administrative support by assisting management with training other team members; supporting special projects involving research and review of data; establishing agendas and creating information packets for customer meetings; researching impact of process changes and communicates changes to leadership; ensuring adherence with business process controls; analyzing data to establish accounting period cutoffs; facilitating validation of system postings; educating business partners on best practices to drive compliance across the business; and supporting special projects involving research and review of data.

Job Type: Full-time
Pay: $15.00 per hour

Benefits:
* 401(k)
* 401(k) matching
* Dental insurance
* Employee discount
* Health insurance
* Life insurance
* Paid time off
* Vision insurance
Schedule:
* 8 hour shift
* Day shift
* Monday to Friday
* Weekend availability

Experience:
* Customer Service: 1 year (Required)
* Call Center: 1 year (Required)
* Payroll: 1 year (Preferred)
* Accounting: 1 year (Preferred)

Language:
* Bilingual (Preferred)

Work Location: Hybrid remote in Bentonville, AR