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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading operational contact center teams within the health care industry, focusing on superior customer service, team development, and performance management. Proficient in managing budgets, implementing process improvements, and fostering a culture of engagement and diversity.
Highest-signal resume keywords
Team LeadershipPerformance ManagementProcess ImprovementWorkforce ManagementHealth Care Industry Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Project ManagementBudget ManagementKPI ManagementRegulatory ComplianceProcess Improvement Principles
Soft Skills
Effective CommunicationConflict ResolutionCoachingTeam BuildingOrganizational Skills
Tools & Technologies
Microsoft Office 365Telephone EquipmentMicrosoft Teams
Industry Keywords
Health Care IndustryContact CenterCustomer ServiceEmployee MetricsContinuous Improvement
About the role
Key responsibilities & impact- Lead an operational contact center team to deliver superior customer service
- Hire, onboard, train, mentor, and develop high-performing talent
- Provide support, coaching, corrective action, career planning, and progression
- Build a culture of engagement, compassion, and diversity
- Manage labor budgets, overtime, scheduling, budgeted hours, timecard approval, compensation, and incentives
- Serve as a subject matter expert, organizational representative, project manager, escalation point, and problem solver
- Manage team workflow and performance, employee metrics, KPIs, goals, continuous improvement, and regulatory compliance
- Deliver superior service and implement best practices
- Perform front-line caregiver duties when required by operational needs
- Participate in Microsoft Teams video interviews and potential onsite interviews and meetings
Requirements
What you’ll need- Demonstrated work experience in the health care industry, contact center, or applicable equivalency
- Demonstrated ability to effectively lead a team and collaborate with others
- Highly effective written and verbal communication and interpersonal skills
- Ability to resolve conflict, coach, and build teams in a leadership capacity
- Highly motivated, responsible, and organized
- Working knowledge of Microsoft Office 365, telephone equipment, and relevant computer programs
- Ability to organize, prioritize, supervise, and work independently on projects
- Bachelor's degree in a business or health-related course of study from an accredited institution (preferred)
- Three years of work experience in the health care industry, contact center, or applicable equivalency (preferred)
- One year of supervisory experience in a health care environment (preferred)
- Knowledge of process improvement principles and effective project management skills
- Experience with workforce management and performance management
- Ability to meet physical requirements involving vision, hearing, verbal communication, and manual dexterity
Benefits
Comp & perks- Benefits eligible
- Generous benefits package covering programs for wellness, healthy living, security, connection, and engagement
- Flexible work options where approved and stated in the job posting
- Company equipment and remote work support referenced in remote work expectations