Senior Contact Center Operations Manager
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Job Description
Sr. Manager, Contact Center Operations responsible for developing a new contact center team. Leading operations and ensuring member experience for Sharecare's healthcare services.
Responsibilities:
- Stand up, develop, and lead a new contact center operation
- Oversee daily operations and performance of the team
- Manage, coach, and develop staff to meet established performance standards
- Monitor key performance indicators and report on operational outcomes
- Ensure customer issues are resolved promptly and thoroughly
- Drive consistency in service delivery to meet contractual outcomes
- Build strong cross-functional relationships across Sharecare
- Identify opportunities to expand scope in partnership with leadership and clients
- Hire, onboard, and develop a net new frontline team
- Develop and implement engagement strategies to drive retention, performance, and team satisfaction
- Monitor staff attendance and performance daily
- Develop and maintain Standard Operating Procedures
- Analyze operational trends and conduct recurrent training as required
- Lead operational transitions including technology migrations
- Identify and implement process improvements to enhance service efficiency
Requirements:
- 7+ years of progressive call center or contact center management experience
- Demonstrated experience building or transforming an operation
- Healthcare, benefits administration, or regulated-environment member services experience required
- Executive client-facing experience with direct accountability for client relationships
- Excellent verbal and written communication skills
- Strong analytical and problem-solving skills
- Detail oriented and well organized; demonstrates follow-through on assignments
- Bachelor's degree preferred; equivalent demonstrated professional leadership experience considered
Benefits:
- Health insurance
- Retirement plans
- Flexible work arrangements
- Professional development opportunities
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