Manager, Contact Center

University of Miami

Not specified; not specified; comprehensive benefi...
Fully remote
4 years of relevant experience
Manage team of contact center supervisors
Analyze service and productivity metrics
The University of Miami is seeking a full-time Manager for its Contact Center, who will work remotely and oversee a team focused on enhancing patient satisfaction and operational efficiency. The role involves leading, mentoring staff, and utilizing data for process improvement in a medical environment

Job Summary

  • The Manager will support optimal functioning of systems and processes to enhance patient satisfaction and improve clinical outcomes.
  • This role is responsible for overseeing a team of contact center supervisors and their direct report agents to provide timely access to healthcare services.
  • The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

Matching Summary

Match Score: 85

The University of Miami is seeking a full-time Manager for its Contact Center, who will work remotely and oversee a team focused on enhancing patient satisfaction and operational efficiency. The role involves leading, mentoring staff, and utilizing data for process improvement in a medical environment.

Salary

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

Skills & Requirements

Must-have

  • 4 years of relevant experience
  • Manage team of contact center supervisors
  • Analyze service and productivity metrics
  • Coordinate with Workforce Management team
  • Resolve escalated complaints

Nice-to-have

  • Experience as change agent and motivator
  • Strong critical thinking skills
  • Commitment to core values
  • Ability to lead and coach others
  • Effective interpersonal relationships

Key Requirements

  • Bachelor's degree or equivalent work experience
  • Minimum 4 years of relevant experience
  • Proficient in Epic EMR, Kyruus, Nice InContact, CRMs

Work Rights

Not specified

Tailored Resume

Cover Letter