Job description
The Manager of Patient Services is responsible for the successful operation of the Call Center team. The main objective is to coach, mentor and develop the Call Center Agents, including performance management and process improvement. Activities may include inbound calls, outbound calls, or both. Responsibilities may include the growth and profitability of specific product lines, staffing and operations, customer services, developing and implementing product/service standards.
Responsibilities
- Together with the Director, will be responsible for the strategic planning and execution of all call center operations.
- Together with the Director, manage and lead the processes for continuous improvement of the overall customer- patient experience.
- Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to call center.
- Engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.
- Highly visible in their role to enhance employee engagement, service levels, knowledge, skills and morale.
- Together with the Director, design motivational contests, awards, and incentive plans.
- Conduct Monthly Quality Assurance Observations, coach and develop accordingly.
- Together with the Director help in managing employee attendance and Key Productivity Indicators.
Qualifications
- High School and/or GED required; Bachelor’s degree preferred.
- 3+ years of call center experience leading a 100+ seat center.
- Strong written and verbal skills to communicate with senior management and staff.
- Must be fluent in English and Spanish.
Cano Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee stock purchase plan
- Health insurance
- Paid time off
- Paid training
- Vision insurance
Schedule:
- Day shift
- Monday to Friday
Supplemental pay types:
- Bonus pay
Ability to commute/relocate:
- Miami, FL 33178: Reliably commute or planning to relocate before starting work (Preferred)
Work Location: In person
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