Contact Center Manager, RN
Progyny, Inc.
full-time
Posted on:
Location Type: Hybrid
Location: New York City • New York • United States
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Salary
💰 $90,000 - $115,000 per year
About the role
- Manage the day-to-day operations of the contact center, ensuring that all member impacting processes and procedures are optimized
- This individual will be leading both Clinical and non-clinical team members
- Develop and implement strategies to improve productivity, member satisfaction, and operational efficiency
- Communicate a clear and consistent message regarding departmental goals and company policies to produce desired results
- Support training and development initiatives for all 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 within the contact center
- Attend and serve as a liaison in Member Services impacting meetings and cross-functional collaborations
Requirements
- 5+ years of contact center experience, including 3+ years in a leadership role
- Must hold a valid RN license, with Fertility or Labor and Delivery experience preferred
- 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
Benefits
- Paid family and parental leave
- Preconception, fertility and family building benefits (including egg freezing, IVF, and adoption support)
- Family and pet care fund
- Parents’ Employee Affiliation Group
- Menopause and midlife care
- Health, dental, vision and life insurance options for employees and family
- Free in-person, virtual and text-based mental health and wellness support
- Paid time off, including vacation, sick leave, personal days and summer flex time
- Company equity
- Bonus program
- 401(k) plan with company match
- Access to on-demand legal and financial advice
- Learning and development programs to help you grow professionally and a mentorship program
- Company social events to include annual volunteer day and donation matching
- Flex days (3 days a week in the office) and onsite meals and snacks for employees reporting into our NY office
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
contact center operationsdata analysisperformance metricscustomer service improvementoperational efficiencyproductivity strategiestraining and developmentcross-functional collaborationcontinuous improvement
Soft Skills
leadershipcommunicationproblem-solvinganalytical skillsteam managementinterpersonal skills
Certifications
RN license