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Contact Center Manager Jobs

Company

Association of American Medical Colleges
Address , Washington, Dc
Employment type FULL_TIME
Salary
Expires 2023-06-25
Posted at 1 year ago
Job Description
Who we are:
The Association of American Medical Colleges is a not-for-profit association dedicated to transforming health care by supporting the entire spectrum of medical education, medical research, patient care, and community collaborations conducted by our member institutions. We are dedicated to the communities we serve and steadfast in our goal to improve the health of people everywhere. The AAMC strives to make a positive impact not only in your career, but in your life. We offer a comprehensive benefits package which features:
  • Wellness program
  • Tuition reimbursement
  • Significant employer 403(b) contribution
  • Generous paid time off program
  • Public transportation subsidy
Why us, why now?
The Contact Center Manager role is responsible for the overall success of their team, as well as contributing to the success of the unit. The Manager will work closely with team members on career goals and progression, providing performance-based feedback, and workforce scheduling. The Manager will also work to make sure their team meets the company goals with a significant focus on the customer experience through various contact channels and coordinate closely with other Managers to ensure cross trained staff are used effectively to meet the needs of all audiences. This role will also regularly liaise with outside business units to stay informed of any relevant program/policy updates and recommend policy and process improvements that will enhance the customer experience with AAMC services. The Contact Center Manager will be responsible for creating a culture of trust and healthy rapport within the team, contributing to effective and successful team members.
How will you make an impact?
  • Partner with HR and/or staffing agencies for the selection, hiring, and performance management of staff
  • Reimagine existing business practices and tools to find more effective ways to meet objectives when needed
  • Invest in regular engagement and motivation of staff; build a highly engaged team.
  • Ensure service targets, SLAs and KPIs are identified and consistently managed to meet high levels of quality and service
  • Review, and develop the team’s quality performance and hold agents accountable to overall unit quality standards
  • Establish rapport with the team and work with the Training Manager to implement processes that drive a positive customer experience
  • Develop and maintain a regular cadence of communication with program leaders and other managers with concrete results.
  • Collaborate with the Training Manager on training needs, changes, or process improvements that may impact the contact center
  • Leverage various data sources to analyze data and provide valuable insight into department improvements
  • Stay informed of unit and organizational goals and align day-to-day decision-making accordingly
  • Build an effective relationship with the QA team to identify achievements and areas of opportunity with staff
  • Partner with the Training Manager and program leaders to ensure continuous knowledge sharing that promotes first-call resolution by contact center team
  • Establish a performance management structure that is focused on developing a team culture of sustainable behaviors
  • Submit regular reports to management and seek innovative ideas and strategies to improve team performance
  • Collaborate with team leads and program leaders to provide recommendations about policy and/or process improvement with a focus on enhancing the customer experience.
  • Consistently stay informed of key updates/changes ahead of season openings for programs supported by the contact center
  • Support forecasted volume by ensuring optimal coverage for all business programs we support with real-time adjustments as needed
  • In coordination with other contact center managers, identify and instill best practices, processes, and systems that drive a continuous improvement environment
  • Provide leadership and development of the contact center team by actively engaging and providing tools for long-term and sustainable success
  • Consistently engage with Team Leads and Team Resolvers to action on concerns and enhancement opportunities identified
  • Keep up with trends and happenings in the industry and ensure adherence to company and industry standards
What will you bring to the role?
  • At least 8+ years of customer service experience with 1-3+ years of supervisory duties.
  • Excellent organizational and leadership skills.
  • Bachelor’s Degree in Business or a related field
  • Call Center and/or experience working in a customer-focused, metrics-based environment.
  • Critical thinking and decision-making skills.
  • Proficient in MS Office and call center equipment/software programs.
  • Excellent communication, presentation, and public speaking skills.
  • Additional certification in business leadership is preferred.
  • Salesforce or other CRM (Customer Relationship Management) application experience preferred.
  • Strong analytical and problem-solving skills with a strong focus on vision implementation.

Remote Work Eligibility
This position is eligible for remote work in the contiguous US
If a bachelor’s degree is required, related work experience may be substituted in some positions. One year of college course work at an accredited institution is equivalent to one year of related work experience.
The Association of American Medical Colleges (AAMC) is an Equal Opportunity/Affirmative Action Employer. The AAMC is committed to the policy of an equal employment opportunity in recruitment, hiring, career advancement, and all other personnel practices. The AAMC will not discriminate on the basis of race, color, sex, national origin, religion, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, past or current military service, or any other legally protected characteristic.
Please attach a resume as part of the application process. It is important that files DO NOT include periods ( . ) within the file name.
BROWSER REQUIREMENTS: Applications must be submitted using Chrome, Mozilla Firefox, Safari, or Internet Explorer v.10 or higher.