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Company | Cohere Health |
Address | United States |
Employment type | FULL_TIME |
Salary | |
Category | Software Development |
Expires | 2023-08-06 |
Posted at | 10 months ago |
Company Overview
- Provide coaching and mentorship to staff in order to foster talent and grow the organization
- Collaborate cross functionally with Business Planning, Training and Quality, Compliance, Product, Rules, Physicians, Clinical Programs, and other teams to achieve goals and partner on their planned initiatives
- Skillfully develop and manage relationships with external clients and partners, in collaboration with Business Development and Strategic Accounts teammates
- Ensure day-to-day execution of compliance with all required programs, policies and practices
- Roll up your sleeves to immerse yourself in the day-to-day work of the team
- Carefully manage operational expense with an eye towards financial responsibility and company growth trajectory
- Lead by example for hundreds of team members by fostering a culture of empathy, empowerment, and support
- Stay informed about industry trends, best practices, and regulatory requirements, and proactively integrate them into operational strategies and processes.
- Own the development and execution of Cohere’s operational strategy, including key performance goals
- Maintain operational excellence by implementing efficient processes, optimizing workflows, and leveraging technology to drive productivity and cost-effectiveness.
- Strong focus on continuous process improvement
- Ability to identify key performance indicators (KPIs) and establish performance benchmarks to monitor and measure operational success.
- Ability to develop business cases and financial models to support operational initiatives and investments.
- Flexible and agile, comfortable with the ambiguity of a startup organization, skilled at working and building culture in remote environments, and self-directed
- Strong background in production management, encompassing process optimization, quality control, and workflow design.
- Familiarity with emerging technologies and trends impacting contact center and production environments, such as automation, artificial intelligence, and digital transformation.
- In-depth knowledge and experience in call center operations, including call management, queue management, and call routing strategies.
- Familiarity with production planning and scheduling techniques to ensure optimal resource utilization and on-time delivery.
- Proven track record of experience in operations management, specifically in contact center and production environments
- High level of executive presence and proven track record interacting externally with clients / partners to achieve performance objectives
- Exceptional leadership qualities, including the ability to inspire and motivate teams to achieve goals and maintain high levels of employee engagement.
- Proficiency in workforce management principles and tools to optimize staffing levels, scheduling, and forecasting.
- Solid understanding of financial management principles, including budgeting, cost control, and revenue generation.
- Intentional, effective people leadership, including coaching, delegating, and providing actionable feedback
- Strong strategic thinking abilities to develop and execute operational strategies aligned with the organization's goals and objectives.
- Proficiency in data analysis and interpretation to drive data-driven decision-making and operational improvements.
- Familiarity with call center technologies, including Automatic Call Distribution (ACD) systems, Interactive Voice Response (IVR) systems, and Computer Telephony Integration (CTI).
- Knowledge of production metrics, such as cycle time, throughput, and yield, to drive operational efficiency and productivity.
- Growing and scaling of large operational teams to achieve key performance goals
- Ability to tailor communication styles to different audiences, including internal cross-functional teams and external customers and partners
- Aptitude for identifying trends, patterns, and operational bottlenecks to proactively address challenges and optimize processes.
- Experience managing operational expenses while ensuring financial responsibility and achieving profitability targets.
- Understanding of contact center metrics, such as Average Handle Time (AHT), First Call Resolution (FCR), Service Level Agreement (SLA), and Customer Satisfaction (CSAT).
- Experience implementing Lean Six Sigma methodologies or other continuous improvement frameworks to streamline production processes and reduce waste.
- Excellent written and verbal communication skills, including proficiency in developing and delivering presentations
- Bachelor's degree required
- 15+ years experience in the area of contact center/production operations
- Experience managing fast-growing teams in a fast-paced environment
- 7+ years of experience in people management with demonstrated ability to recruit, manage and grow a high-performing team
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