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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and analytical skills to oversee contact center operations, ensuring performance measures are met while fostering employee development and accountability. Possesses expertise in customer service and healthcare operations, with a focus on implementing cost-effective methods and process improvements.
Highest-signal resume keywords
Leadership SkillsCustomer Service ExperienceAnalytical ThinkingHealthcare Operations ExperienceMentoring and Supervisory 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
Performance MeasurementStaff SchedulingOperational AnalysisProcess ImprovementCost-Reduction Strategies
Soft Skills
CoachingEngagementPlanningOrganizational SkillsSound Judgement
Certifications & Qualifications
Two Year Degree in Management or Business
Industry Keywords
Contact Center OperationsTargeted Case ManagementHealthcare EnvironmentClient ImplementationsPerformance Outcomes
About the role
Key responsibilities & impact- Oversee contact center operations for the Illinois Targeted Case Management Program contract
- Serve as a resource to the management team through client implementations and performance expectations
- Evaluate client and staff performance outcomes to ensure performance measures are met
- Oversee staff scheduling, improve customer service levels, and analyze productivity and operational reports
- Ensure objectives are met timely and accurately according to contractual and company requirements
- Select, develop, and manage employees to achieve individual, team, and organizational success
- Ensure employee accountability through routine observation, performance measurement, and performance feedback
- Coach, engage, and support employees to achieve results
- Work with management team members to implement cost-effective methods and recommend efficiency and cost-reduction improvements through process changes and automation
- Stay abreast of call center industry trends and recommend improvements supporting company strategic goals and objectives
- Perform miscellaneous duties as assigned
Requirements
What you’ll need- Two year degree in management or business or related field and/or equivalent training and/or experience in a healthcare environment
- 3 years experience in a customer service, scheduling, or health care operations environment
- Demonstrated experience in a mentoring and supervisory type role
- Positions working on specific contracts may require U.S. Citizenship
- Strong analytical thinking skills and sound judgement
- Ability to plan and organize
- Leadership skills in directing others
- Customer service experience and technical expertise
- Telligen will not provide sponsorship for work authorization now or in the future
Benefits
Comp & perks- 100% employee-owned company with employees sharing in company success
- Benefits and other compensation available; details provided in Telligen's Benefits Summary
- Reasonable accommodations during the employment process