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Contact Center Manager


  • LogistiCare
  • 03/14/19
  • Miami, FL
  • 33014
  • Full-time
The Contact Center Manager is responsible for working with the leadership team to meet all performance metrics associated with operations. Responsible for providing: leadership, coaching, development and management of staff.

ESSENTIAL FUNCTIONS
Provides Leadership, Development and Management of Contact Center Operations
Executes on management routines and disciplines
Leads and manages by observations and coaches in the moment
Leading staff in advancing quality and member experience
Identifies, collaborates, develops and drives process improvements
Conducts and documents coaching, annual reviews and 1:1's
Develops personnel and supports succession planning
Recognizes employee achievements and champions LogistiCare core values
Champions companywide initiatives (Supporting and embedding changes)
Assists with candidate screening, interviews, hiring and new employee onboarding
Partners closely with workforce team to determine and meet staffing requirements
Evaluates Performance Outcomes to Drive Improvements (IE: Quality, Accuracy of Work, etc.)
Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous
Reliability - The trait of being dependable and trustworthy
Approves/authorizes payroll accurately and on schedule
Must be able to maintain confidentiality of information

POSITION QUALIFICATIONS
Competency Statement(s)
Analytical Skills - Ability to use thinking and reasoning to solve a problem
Communication, Oral - Ability to communicate effectively with others using the spoken word
Communication, Written - Ability to communicate in writing clearly and concisely
Customer Oriented - Ability to take care of the customers' needs while following company procedures.
Decision Making - Ability to make critical decisions while following company procedures.
Evaluates Performance Outcomes to Drive Improvements (IE: Quality, Accuracy of Work, etc.)
Interpersonal - Ability to get along well with a variety of personalities and individuals.
Investigative Skills -- Ability to research information to identify trends and anomalies
Leadership - Ability to influence others to perform their jobs effectively and to be responsible for making decisions
Management Skills - Ability to organize and direct oneself and effectively supervise others.
Problem Solving -- Ability to find a solution for or to deal proactively with work-related problems
Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous
Relationship Building - Ability to effectively build relationships with customers and co-workers
Reliability - The trait of being dependable and trustworthy
Time Management - Ability to utilize the available time to organize and complete work within given deadlines
Working Under Pressure - Ability to complete assigned tasks under stressful situations

REQUIREMENTS

Education
High School Graduate or General Education Degree (GED) required
Bachelor's Degree preferred

Experience
2+ years of progressive management experience in Transportation, Contact Center and Health Care experience preferred
2+ years of experience in a managerial/supervisory capacity

Skills
Proven performance management, coaching and counseling skills
Strong working knowledge of ACD phone systems, contact center management tools and principles
High level of technical competence to include proficiency with Microsoft Office including Excel
Exceptional written, verbal skills, organizational, and problem solving skills
Demonstrates excellent interpersonal skills and instills a teamwork philosophy
Proven and effective leadership and supervisory skills
Attentiveness to detail and thoroughness
Ability to multi-task and meet deadlines
Must possess ability to analyze data and report on center performance
Must be able to work independently and as a member of a team
Must have proven experience dealing with conflict management
Demonstrated initiative; and ability to follow instructions and complete assignments in a timely manner
Proven experience dealing with crisis and ability to create processes that best benefit the entire team

WORKING CONDITIONS
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
-Able to sit at and work on a computer for periods of time
-Able to use the phone for periods of time
-Able to lift up to 25 pounds and reach/bend to retrieve items in cabinets and shelves
-Required to be at the work location to perform job functions
-Ability to speak, hear and see for the assigned work day
-Repetitive key stroke/data entry for the assigned work day
-Ability to ambulate as needed for the assigned work day

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Entire work time is conducted in an office environment in a controlled atmosphere building.
The noise level in the work environment is usually moderate.

LogistiCare is an Equal Opportunity Employer.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Job Closed

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