Senior Manager – Workday HCM
Visa
Contact Center Manager
Progyny, Inc.
full-time
Posted on:
Location: New York • 🇺🇸 United States
Visit company websiteSalary
💰 $75,000 - $90,000 per year
Job Level
Mid-LevelSenior
About the role
- Responsible for managing multiple supervisors, ensuring achievement of service-level targets, operational efficiency, inventory management and overall customer satisfaction
- Manage the day-to-day operations of the contact center and optimize member-impacting processes and procedures
- Plan, develop teams, and manage performance
- Develop and implement strategies to improve productivity, member satisfaction, and operational efficiency
- Communicate departmental goals and company policies to produce desired results
- Support training and development initiatives for contact center agents
- Analyze contact center data and generate reports for senior management on performance metrics
- Work closely with other departments to enhance cross-functional processes and resolve customer-related issues
- Drive continuous improvement initiatives and attend Member Services impacting meetings and cross-functional collaborations
Requirements
- 5+ years of contact center experience, including 3+ years in a leadership role
- Proven track record of improving customer service performance and efficiency
- Excellent communication and leadership skills
- Proven problem-solving and analytical skills
- Strong understanding of contact center technology, analytics, and metrics
- Authorized to work in the United States without sponsorship (no visa sponsorship provided)
