Transcarent

Manager, Outreach

Transcarent

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Coaching and Development – build & maintain a highly engaged & high performing operational team
  • Ability to accurately assess talent against expectations of the role and cultural engagement
  • Drive high employee engagement and retention by maintaining and creating a positive working environment
  • Conduct daily/weekly one on one meetings with direct reports as well as skip level meetings to provide guidance and direction, provide updates, and build synergy within team
  • Train and develop Supervisors through coaching and mentoring strategies to achieve/exceed customer performance objectives, while maintaining a positive employment environment for Frontline Care Team
  • Conduct performance reviews on direct reports
  • Operational Leadership – Complete accountability of Operational delivery of Customer Account(s)
  • Daily Review of client measurable Key Performance Indicators, to ensure monthly performance goals are on target; create any necessary adjustments as required to meet performance goals
  • Work alongside Workforce Management to develop and ensure appropriate staffing level requirements are being met and effectively communicated to the Frontline Care Team
  • Depth in understanding of trends/themes/issues and analysis; develop, implement, and support operating model through determining trends, and creating mitigation strategies, providing recommendations and outline ownership and next steps. This includes realizing expected results of innovation and new strategies
  • Participate in recruiting processes
  • Assist in preparing and/or reviewing weekly, monthly, and quarterly monthly account summary reports and/or business performance reviews
  • Respond on a timely manner to problems and lead resolution efforts and appropriate corrective action
  • Execute a continuous improvement operating model by identifying opportunities, implementing methods to reduce customer costs, and improve operational performance
  • Partner and assist the Quality and Training department in identifying training opportunities that support continuous performance improvement and development goals
  • Lead and/or participate in cross-functional teams supporting continuous improvement initiatives that improve performance, leadership skills, morale, technology solutions
  • Be the point of contact for Supervisors, and Sr. Manager and or leader in their absence

Requirements

  • Bachelor’s Degree or equivalent education/experience
  • 5+ years of Contact Center management experience within Operations, and/or equivalent combination of education and experience, with extensive experience under the following:
  • Managing a team in a high-touch service environment (preferably/not a requirement with telephonic component and/or healthcare-related)
  • Established analytical thinking skills, observational & communication skills and collaboration. Awareness of customer service level agreements and strategy development, are key drivers of success required
  • Strong data analytics and problem solving skills
  • Strong track record of career development and employee engagement/retention
  • Creating an inclusive and collaborative team environment- see Cultural Cornerstones (below)
  • Driving consistent operational excellence and outlining process improvement initiatives
  • Exhibiting and instilling a growth mindset
  • Strong coaching, planning, and change management skills
  • Excellent communication skills
  • Demonstrated ability to engage and motivate a remote workforce
  • Demonstrated strong leadership, coaching, and mentoring tactics that are utilized daily towards both individual and team goals
  • Demonstrate resilience and adaptation to change in a fast-paced, dynamic environment
  • Professional, self-motivated, enthusiastic demeanor
  • Strong organizational and time management skills.
Benefits
  • Competitive medical, dental, and vision coverage
  • Competitive 401(k) Plan with a generous company match
  • Flexible Time Off/Paid Time Off, 13 paid holidays
  • Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance
  • Mental Health and Wellness benefits
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analyticsperformance managementcoachingmentoringchange managementoperational excellenceprocess improvementemployee engagementcustomer service level agreementsanalytical thinking
Soft Skills
leadershipcommunicationcollaborationorganizational skillstime managementproblem solvingadaptabilityresilienceteam buildinggrowth mindset
Certifications
Bachelor’s Degree