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Manager, Outreach
Location
United States
Posted
100 days ago
Salary
0
Seniority
Senior
Job Description
Manager, Outreach
Transcarent
• Coaching and Development – build & maintain a highly engaged & high performing operational team • Ability to accurately assess talent against expectations of the role and cultural engagement • Drive high employee engagement and retention by maintaining and creating a positive working environment • Conduct daily/weekly one on one meetings with direct reports as well as skip level meetings to provide guidance and direction, provide updates, and build synergy within team • Train and develop Supervisors through coaching and mentoring strategies to achieve/exceed customer performance objectives, while maintaining a positive employment environment for Frontline Care Team • Conduct performance reviews on direct reports • Operational Leadership – Complete accountability of Operational delivery of Customer Account(s) • Daily Review of client measurable Key Performance Indicators, to ensure monthly performance goals are on target; create any necessary adjustments as required to meet performance goals • Work alongside Workforce Management to develop and ensure appropriate staffing level requirements are being met and effectively communicated to the Frontline Care Team • Depth in understanding of trends/themes/issues and analysis; develop, implement, and support operating model through determining trends, and creating mitigation strategies, providing recommendations and outline ownership and next steps. This includes realizing expected results of innovation and new strategies • Participate in recruiting processes • Assist in preparing and/or reviewing weekly, monthly, and quarterly monthly account summary reports and/or business performance reviews • Respond on a timely manner to problems and lead resolution efforts and appropriate corrective action • Execute a continuous improvement operating model by identifying opportunities, implementing methods to reduce customer costs, and improve operational performance • Partner and assist the Quality and Training department in identifying training opportunities that support continuous performance improvement and development goals • Lead and/or participate in cross-functional teams supporting continuous improvement initiatives that improve performance, leadership skills, morale, technology solutions • Be the point of contact for Supervisors, and Sr. Manager and or leader in their absence
Job Requirements
- Bachelor’s Degree or equivalent education/experience
- 5+ years of Contact Center management experience within Operations, and/or equivalent combination of education and experience, with extensive experience under the following:
- Managing a team in a high-touch service environment (preferably/not a requirement with telephonic component and/or healthcare-related)
- Established analytical thinking skills, observational & communication skills and collaboration. Awareness of customer service level agreements and strategy development, are key drivers of success required
- Strong data analytics and problem solving skills
- Strong track record of career development and employee engagement/retention
- Creating an inclusive and collaborative team environment- see Cultural Cornerstones (below)
- Driving consistent operational excellence and outlining process improvement initiatives
- Exhibiting and instilling a growth mindset
- Strong coaching, planning, and change management skills
- Excellent communication skills
- Demonstrated ability to engage and motivate a remote workforce
- Demonstrated strong leadership, coaching, and mentoring tactics that are utilized daily towards both individual and team goals
- Demonstrate resilience and adaptation to change in a fast-paced, dynamic environment
- Professional, self-motivated, enthusiastic demeanor
- Strong organizational and time management skills.
Benefits
- Competitive medical, dental, and vision coverage
- Competitive 401(k) Plan with a generous company match
- Flexible Time Off/Paid Time Off, 13 paid holidays
- Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance
- Mental Health and Wellness benefits
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