Nurse Case Manager
argenx
Contact Center Manager, RN
Progyny, Inc.
full-time
Posted on:
Origin: • 🇺🇸 United States • New York
Visit company websiteSalary
💰 $80,000 - $100,000 per year
Job Level
Mid-LevelSenior
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
- Candidates must be authorized to work in United States without the need for sponsorship, now or in the future.
