Senior Manager, Contact Operations
Banner Health
full-time
Posted on:
Location Type: Remote
Location: Arizona • United States
Visit company websiteExplore more
Salary
💰 $31 - $51 per hour
Job Level
About the role
- Provides leadership and oversight of centralized and decentralized contact center teams supporting scheduling, intake and various access related phone calls into the Banner Health System.
- Manages the daily operations of central scheduling and pre-registration functions where applicable for hospitals and ancillary services within the enterprise.
- Serves all customers by building relationships across the organization to promote engagement and increase customer, employee and physician satisfaction.
- Coaches and develops department reports, managing daily operations and monitoring standards for success.
- Evaluates metrics to meet key performance indicators, and supports the organization’s leadership to drive change.
- Responsible for emphasizing excellence within the Contact Centers through strong communication and interpersonal skills.
- Monitors performance for the teams and is accountable for department success.
- Participates in performance appraisals, recruitment, employee retention and compensation planning.
Requirements
- Knowledge, skills and abilities as normally obtained through the completion of a bachelor’s degree.
- Five years of experience in a consumer centric organization, managing large, geographically dispersed teams.
- Three years of experience in a contact center or medical environment.
- Experience as a leader of leaders and multiple teams handling complex processes.
- Background leading process improvement to maximize productivity, quality and an environment where customer-obsession can thrive is essential.
- Ability to think critically in stressful situations with effective verbal and written communication skills, presentation skills, conflict resolution skills.
- Strong interpersonal and influencing skills are required to achieve required results throughout multiple sectors of the organization.
- Must possess strong computer skills and functional knowledge of systems and applications.
Benefits
- Comprehensive benefit package
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
process improvementperformance metricskey performance indicatorsschedulingpre-registrationcustomer engagementconflict resolutioncritical thinkingteam managementemployee retention
Soft Skills
leadershipinterpersonal skillscommunication skillscoachingpresentation skillsinfluencing skillscustomer obsessionstress managementrelationship buildingorganizational skills