Contact Center Manager

<b>At LogistiCare, you have the ability to define your own career journey and enjoy the ride along the way and make possibilities real. Your growth is our objective. Whatever your passion, you’ll have the opportunity to find the career you’re looking for, learn and grow in your role, and make a difference in the lives of others. And you’ll do it alongside colleagues you can count on, in a vibrant work environment, with leadership that puts you first. <br/><br/>Sound like a good career fit? </b>

Miami, FL


<strong><a href="" target="_blank" rel="noopener noreferrer">Who We Are: Transportation &amp; Integrated Health Services</a><br /></strong>Nation&rsquo;s largest manager of non-emergency medical transportation, provides 69+ million rides annually in 39 states and D.C. Supports integrated health care programs, improving care coordination for members and their corresponding providers and hospital networks.<br /><br /><strong>What We Value Most &ndash; YOU<br /><br />Benefits - The Whole Package&nbsp;</strong><br />Medical, Vision, Dental, Disability, EAP, Legal, Voluntary Life Insurance, Group Life &amp; AD&amp;D, Flexible Spend Account, Paid STD &amp; LTD, Vacation &amp; Holidays<br /><br /><strong>Culture - Why You Want to Come to Work Every Day</strong><br />Casual Dress - Business Casual, Relaxing - Comfy Lounge Areas, Excitement -Themed&nbsp; Luncheons, Great Hours &amp; Set Shifts - (Mon. &ndash; Fri.)<br /><br /><strong>View Featured Positions Below OR Check Out <a href=";d=ExternalCareerSite" target="_blank" rel="noopener noreferrer">All&nbsp;Career Journey Opportunities&nbsp;with LogistCare</a></strong>

keywords: operations,performance,management,teamwork,leadership,analysis,experience,education,skills,knowledge,physical demands,work environment


Overview: The Contact Center Manager is responsible for working with the leadership team to meet all performance metrics associated with operations. Responsible for providing: leadership, coaching, development and management of staff.
Responsibilities: <p><strong>ESSENTIAL FUNCTIONS</strong></p> <ul> <li>Provides Leadership, Development and Management of Contact Center Operations.</li> <li>Executes on management routines and disciplines.</li> <li>Leads and manages by observations and coaches in the moment.</li> <li>Leading staff in advancing quality and member experience.</li> <li>Identifies, collaborates, develops and drives process improvements.</li> <li>Conducts and documents coaching, annual reviews and 1:1's.</li> <li>Develops personnel and supports succession planning.</li> <li>Recognizes employee achievements and champions LogistiCare core values.</li> <li>Champions companywide initiatives (Supporting and embedding changes).</li> <li>Assists with candidate screening, interviews, hiring and new employee onboarding.</li> <li>Partners closely with workforce team to determine and meet staffing requirements.</li> <li>Evaluates Performance Outcomes to Drive Improvements (IE: Quality, Accuracy of Work, etc.).</li> <li>Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous.</li> <li>Reliability - The trait of being dependable and trustworthy.</li> <li>Approves/authorizes payroll accurately and on schedule.</li> <li>Must be able to maintain confidentiality of information.</li> </ul>
Requirements: <p><strong>POSITION QUALIFICATIONS</strong></p> <p><strong>Competency Statement(s)</strong></p> <p>Analytical Skills - Ability to use thinking and reasoning to solve a problem</p> <p>Communication, Oral - Ability to communicate effectively with others using the spoken word</p> <p>Communication, Written - Ability to communicate in writing clearly and concisely</p> <p>Customer Oriented - Ability to take care of the customers' needs while following company procedures</p> <p>Decision Making - Ability to make critical decisions while following company procedures</p> <p>Evaluates Performance Outcomes to Drive Improvements (IE: Quality, Accuracy of Work, etc.)</p> <p>Interpersonal - Ability to get along well with a variety of personalities and individuals</p> <p>Investigative Skills -- Ability to research information to identify trends and anomalies&nbsp;</p> <p>Leadership - Ability to influence others to perform their jobs effectively and to be responsible for making decisions</p> <p>Management Skills - Ability to organize and direct oneself and effectively supervise others</p> <p>Problem Solving -- Ability to find a solution for or to deal proactively with work-related problems</p> <p>Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous</p> <p>Relationship Building - Ability to effectively build relationships with customers and co-workers</p> <p>Reliability - The trait of being dependable and trustworthy</p> <p>Time Management - Ability to utilize the available time to organize and complete work within given deadlines</p> <p>Working Under Pressure - Ability to complete assigned tasks under stressful situations</p> <p><strong>REQUIREMENTS</strong></p> <p><strong>Education</strong></p> <ul> <li>High School Graduate or General Education Degree (GED) required.</li> <li>Bachelor's Degree preferred.</li> </ul> <p><strong>Experience</strong></p> <ul> <li>2+ years of progressive management experience in Transportation, Contact Center and Health Care experience preferred.</li> <li>2+ years of experience in a managerial/supervisory capacity.</li> </ul> <p><strong>Skills</strong></p> <ul> <li>Proven performance management, coaching and counseling skills.</li> <li>Strong working knowledge of ACD phone systems, contact center management tools and principles.</li> <li>High level of technical competence to include proficiency with Microsoft Office including Excel.</li> <li>Exceptional written, verbal skills, organizational, and problem-solving skills.</li> <li>Demonstrates excellent interpersonal skills and instills a teamwork philosophy.</li> <li>Proven and effective leadership and supervisory skills.</li> <li>Attentiveness to detail and thoroughness.</li> <li>Ability to multi-task and meet deadlines.</li> <li>Must possess ability to analyze data and report on center performance.</li> <li>Must be able to work independently and as a member of a team.</li> <li>Must have proven experience dealing with conflict management.</li> <li>Demonstrated initiative; and ability to follow instructions and complete assignments in a timely manner.</li> <li>Proven experience dealing with crisis and ability to create processes that best benefit the entire team.</li> </ul> <p><strong>WORKING CONDITIONS</strong></p> <p><strong>Physical Demands</strong></p> <p>The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</p> <ul> <li>Able to sit at and work on a computer for periods of time.</li> <li>Able to use the phone for periods of time.</li> <li>Able to lift up to 25 pounds and reach/bend to retrieve items in cabinets and shelves.</li> <li>Required to be at the work location to perform job functions.</li> <li>Ability to speak, hear and see for the assigned work day.</li> <li>Repetitive key stroke/data entry for the assigned work day.</li> <li>Ability to ambulate as needed for the assigned work day.</li> </ul> <p><strong>WORK ENVIRONMENT</strong></p> <p>The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</p> <p>Entire work time is conducted in an office environment in a controlled atmosphere building.</p> <p>The noise level in the work environment is usually moderate.</p>