JOB SUMMARY The Manager of Contact Center oversees and directs all aspects of the Contact Center operations to assure that customers receive prompt, friendly, accurate and courteous service. This position establishes and maintains service level objectives, and provides feedback concerning custom service and satisfaction with services. Typically manages through subordinate supervisors and professionals in larger groups of moderate complexity. Provides input to strategic decisions that affect the functional area of responsibility.
ESSENTIAL FUNCTIONS OF THE ROLE Directly, and through supervisory staff, manages and directs the Contact Center operations to ensure an efficient operation. Makes tactical decisions about allocation of work within the group regarding the most difficult technical or procedural issues within the team or unit. Ensures services are provided in a timely, accurate, effective and cost-efficient manner and in compliance with established policies, procedures and practices.
Maximizes customer operational performance by providing help desk resources and technical advice. Resolves problems, disseminates advisories, warnings and new techniques, and detects and diagnoses problems.
Determines customer service requirements by maintaining contact with customers, visiting operational environments, conducting surveys, forming focus groups, benchmarking best practices, and analyzing information and applications. Improves customer service quality results by studying, evaluating and re-designing processes. Establishes and communicates service metrics, monitors and analyzes results, and implements changes.
Responsible for all Human Resources related activities, to include, but not limited to, recruiting, training, coaching, counseling and/or disciplining employees. Establishes policies, procedures and service level objectives that support a high level of customer service and satisfaction. Identifies and provides opportunities for staff to develop knowledge skills and abilities needed to contribute to the success of the Contact Center.
Works closely with leadership in setting performance goals and determining services to be provided through the Contact Center. Contributes information and analysis for organizational strategic plans and reviews, and continuous improvement projects.
Meets financial objectives by forecasting requirements, preparing annual budgets, scheduling expenditures, analyzing variances and initiating corrective actions.
Maintains professional and technical knowledge by tracking emerging trends, attending educational workshops, reviewing professional publications, establishing personal networks and benchmarking state-of-the-art practices.
KEY SUCCESS FACTORS Requires 2 years supervisory experience.
Proven managerial expertise with lean management improvement mindset.
Requires excellent customer service and problem resolution skills.
Ability to work within guidelines established to make decisions.
Strong technical abilities, to include experience with MS Office Suite and ticketing/service management platforms.
Ability to work in a fast paced, high volume environment.
Strong written and verbal communications ability.
Strong attention to detail, with time management skills.
BENEFITS Our competitive benefits package includes the following - Immediate eligibility for health and welfare benefits - 401(k) savings plan with dollar-for-dollar match up to 5% - Tuition Reimbursement - PTO accrual beginning Day 1 Note: Benefits may vary based upon position type and/or level
QUALIFICATIONS - EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification
Baylor Scott & White Health (BSWH) is the largest not-for-profit health care system in Texas and one of the largest in the United States. With a commitment to and a track record of innovation, collaboration, integrity and compassion for the patient, BSWH stands to be one of the nation’s exemplary health care organizations. Our mission is to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing. Joining our team is not just accepting a job, it’s accepting a calling!