Customer Experience Manager

Responsibilities:

• Effectively supporting and driving operational results and leading the team through changes and new initiatives through effective coaching and performance management.
• Meeting and exceeding service measurements, quality standards and customer service expectations
• Supports organizational initiatives, driving consistency in processes and participating in projects outside standard job responsibilities.
• Assures patient care service is being delivered consistent with the organizations mission and goals.
• Supports clinical sites and works collaboratively with the Area Managers and Site Administers in performing a great door-to-door patient experience.
• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; and managing system and process improvement and quality assurance programs.
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Identify and solve strategic and daily issues by considering

Qualifications:

• Minimum of five years of Management/Leadership experience in a medical call center environment
• Minimum of three years’ experience as a Patient Care Manager or equivalent
• Bachelor’s Degree in a related field preferred
• Proven track record of delivering strong performance results
• Ability to build and foster a high-performance team environment
• Ability and desire to coach and mentor others
• Strong interpersonal skills and influencing skills
• Bilingual - English/Spanish preferred
• Experienced with modern contact center technology
• Excellent communication skills and interpersonal skills
• Ability to problem-solve and to think tactically and identify significant success factors
• Energetic customer experience champion familiar with contact center infrastructure
• Collaborative and agile team member with the ability to pivot quickly and smoothly
• Passionate employee engagement advocate with a focus on staff development, training and mentoring
• Strong interpersonal skills and communication skills (both written and oral).
• Self-motivated, adaptable to a dynamic and fast paced environment.
• Attention to detail, highly organized, with personal initiative
• Excellent team building and management skills
• Excellent communication, conflict resolution, and follow-through skills

Recommended Skills

• Adaptability
• Agile Methodology
• Assessments
• Attention To Detail
• Auditing
• Business Process Improvement