Contact Center Manager - Work from home

• *Job Title:** Contact Center Manager - Work from Home• *Company:** Genesis Healthcare• *Location:** San Jose, California, US...• *Job Type:** Part-Time• *Seniority Level:** Associate Level• *Years of Experience Required:** 5• *Job Overview:**Genesis Healthcare is seeking an experienced and dedicated Contact Center Manager to join our team remotely. This role will be pivotal in overseeing our contact center operations, managing a team of representatives, and ensuring our quality of service meets both the organizational standards and our clients’ needs. The ideal candidate will possess strong leadership qualities, exceptional project management skills, and an ability to leverage analytics for informed decision-making.• *Responsibilities:**
• Lead and manage daily operations of the contact center, ensuring all goals and performance metrics are met for customer satisfaction and efficiency.
• Develop and implement strategic plans to enhance service delivery and improve team productivity.
• Monitor team performance through key performance indicators (KPIs), providing coaching, training, and support as necessary to cultivate a high-performing team.
• Analyze call routing and customer engagement trends to optimize workflows and staffing needs.
• Collaborate with other departments to ensure alignment of service standards and address any issues affecting service quality.
• Organize and conduct regular team meetings to communicate updates, share insights, and motivate staff.
• Prepare and present reports on team performance, operational challenges, and proposed strategic initiatives to senior management.
• Respond to escalated customer concerns promptly and effectively to ensure resolution and maintain satisfaction.
• Stay updated with industry best practices and incorporate findings into the contact center operations.
• Contribute to the development and implementation of training programs that empower team members to excel in their roles.
• Assist in managing budgets and controlling costs associated with contact center operations.
• *Requirements:**
• Minimum of 5 years of experience in contact center management or a related field, with a proven track record of meeting performance targets.
• Strong leadership abilities with the capacity to inspire and motivate a remote team.
• Excellent project management skills and the ability to manage multiple priorities effectively.
• Proficient in using call center technology and CRM systems, with a keen understanding of data analytics tools to measure performance.
• Exceptional communication skills, both verbal and written, with the ability to present information clearly and persuasively.
• Detail-oriented and organized, with a commitment to maintaining high standards in service delivery.
• A self-starter who is hardworking and motivated, capable of thriving in a remote work environment.
• Knowledge of healthcare industry standards and regulations is preferred.
• *Benefits:**
• Retirement plan options to help you plan for your financial future.
• Coverage for travel and spending expenses related to work.
• Vision insurance to meet your eye care needs.
• *Working Environment:**This position offers the flexibility of a work-from-home arrangement, operating within an environment that leverages data-driven analytics to inform decisions and drive strategic initiatives. Emphasis is placed on collaboration, innovation, and continuous improvement.• *Application Deadline:**All applications must be submitted by **September 21, 2024**.• *Equal Opportunity Statement:**Genesis Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.

If you are passionate about leading teams to provide exceptional customer experiences and have a strong background in contact center management, we invite you to apply and become part of our dedicated team at Genesis Healthcare!

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