Job Title
Call Center Engagement Center Sr. Manager
Date Posted
1/9/2019
Location
New York, NY
Min Salary
$100,000.00
Max Salary
$110,000.00
Job Type
Full-Time Regular
Job Description

The Call Center Engagement Center Sr. Manager located in NY, NY near 37th Street will conduct outreach to prospective program participants, explains program benefits and services and enrolls participants into client’s programs. This role will be dedicated to leading and managing the strategy, development, execution and project management of all programs involving the Engagement Center maximizing the number of enrollments while working with the Quality Team leadership in ensuring all interactions with prospective participants are of the highest quality. The Engagement Center Senior Manager is a cross-functional team leader who works closely with the Data Science Team, Account Management Team, Business Development, IT, Finance, Marketing, Clinical, Product Management, Legal and Compliance and the Service Center. This role also manages and develops the relationships with the Engagement Center Vendors. The Senior Manager leads the team in developing strategy and in executing and prioritizing initiatives that best position success for achievement against key goals and KPIs. This role requires an individual with a well-rounded skill set including strong operational skills, excellent project management skills, dynamic leadership and interpersonal skills and can truly thrive in a fast-paced environment which requires heavy multi-tasking and superb prioritization skills.

Basic relocation assistance can be offered to a candidate

Core Responsibilities:

  • Lead the Engagement Center team and provide direction and support to ~40 team members including Engagement Specialists, Supervisors and Corporate Operations staff. This includes day to day Management leadership, support in the development of performance management plans, creation of goals and objectives, support in employee development initiatives, provide feedback and development to Supervisors on coaching and management of their teams, as well as liaising with key partners throughout the organization to ensure optimal productivity.
  • Develop the strategy and initiatives through to execution to achieve the KPI targets for the Department including Enrollments and Profitability.
  • Manage and develop all Engagement Center vendors to ensure superior support and service.
  • Oversee the strategy, operations and management of the Call Center Dialer and dialer strategies to maximize performance across all programs and clients using data to inform overall approach.
  • With the leader of Training and Quality, continually enhance the development of call guides, offering best in class enrollment strategies while working closely with Legal/Compliance to ensure 100% compliance standards and in line with client requirements.
  • Manage Engagement Center staffing, productivity, and performance management using reporting and analytic functions to drive recommendations for improvements of the key metrics of the business.
  • Department lead in cross-functional initiatives with respect to the EC and Operations including new client launches or expansions, upgrades in technology roll-outs, new tools rolled-out from vendors, etc.
  • Oversee the coordination and execution of the documentation of all EC Operations processes and procedures.
  • Strategize recommendations with rationale and action plan for the EC to improve efficiency, productivity and relevant KPIs.

Position Requirements Experience, competencies and skills:

  • Experience in and demonstrated track record of success across sales, marketing, operations, consumer acquisition and/or direct marketing disciplines.
  • Call center Management experience for at least 3 years is required.
  • Health care experience a bonus, but not required.
  • Bachelor’s degree required.
  • Excellent leadership skills and Team leadership experience required.
  • Strong interpersonal and communication skills.
  • Ability to understand, interact and engage with technical aspects of systems.
  • Well developed Operational and Project Management skills.
  • Ability to plan, execute, measure results and drive improvement on a continuing basis.
  • Strong analytical skills
  • Ability to excel in a fast- paced environment with strong multi-tasking skills
  • Team player who leads and works well cross-functionally
  • Some travel required to vendors/conferences

Compensation:

Salary 100k to 110k

Generous bonus 15%

Exceptional health benefits

Participating 401(k) modest match but immediate vesting

Basic relocation assistance can be offered to a candidate

*Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.