Manager, Contact Center

University of Miami

Unknown, US
Not specified; not specified; comprehensive benefi...
Fully remote
Manage contact center staff and supervisors
Analyze service level and productivity metrics
Coordinate with quality management team
The Manager will lead and inspire a team of supervisors and agents to enhance patient satisfaction and clinical outcomes through timely appointments

Job Summary

  • The Manager will lead and inspire a team of supervisors and agents to enhance patient satisfaction and clinical outcomes through timely appointments.
  • Responsibilities include monitoring quantitative metrics like average speed to answer, managing workforce availability, and ensuring compliance with registration documentation.
  • The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, and tuition remission.

Matching Summary

The Manager will lead and inspire a team of supervisors and agents to enhance patient satisfaction and clinical outcomes through timely appointments.

Salary

Not specified; Not specified; Comprehensive benefits package including medical, dental, tuition remission

Skills & Requirements

Must-have

  • Manage contact center staff and supervisors
  • Analyze service level and productivity metrics
  • Coordinate with Quality Management team
  • Ensure accurate patient appointment scheduling
  • Utilize Epic EMR and CRM systems

Nice-to-have

  • Strong critical thinking and problem-solving skills
  • Ability to drive culture of empathy and service excellence
  • Experience as a change agent and motivator
  • Effective communication with clinical stakeholders

Key Requirements

  • Bachelor's degree or equivalent work experience
  • Minimum 4 years of relevant experience
  • Proficiency in Microsoft Office and Epic EMR

Work Rights

Not specified

Tailored Resume

Cover Letter