Manager, Contact Center Operations

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Inizio Engage

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

💼 Consulting

📣 Marketing

🏥 Healthcare

Consulting • Marketing • Healthcare

Inizio Engage is a company that partners with clients in healthcare and beyond to drive strategic, commercial, and creative engagement solutions. Leveraging advanced analytics, unique methodologies, and a team of over 5,000 experts worldwide, Inizio Engage focuses on optimizing decision-making, enhancing patient solutions, and promoting healthcare professionals. The company designs experiences that inspire lasting change, enrich cultures, and enhance business performance. They specialize in areas like medical affairs, patient solutions, and omnichannel commercial engagement, aiming to improve health decisions and treatment outcomes globally.

📋 Description

• Manage, organize, and coordinate outbound and/or inbound call center programs • Serve as liaison between clients, internal resources/departments, and outside vendors • Ensure client needs are met with high quality, on time, and within budget • Recommend strategies and tactics for successful program implementation and ongoing operation • Manage project start-up, including scripts, logic flows, regulatory counseling, reporting protocols, and templates • Develop and deliver initial training programs • Manage ongoing program support, including call quality monitoring, training, client updates, reporting, and stakeholder coordination • Supervise Healthcare Communicators and/or Licensed Healthcare Communicators directly or through supervisory staff • Implement performance standards, coach staff, conduct evaluations, interview and train new hires, monitor absenteeism, conduct disciplinary actions, and monitor staffing levels • Develop contingency plans during staff shortages • Provide reports to clients, managers, and other stakeholders • Assist with quality improvement programs and develop call center policies and procedures • Determine client needs and recommend program methodologies and implementation methods • Maximize staff utilization and program profitability • Safeguard patient privacy and confidentiality according to HIPAA • Organize tasks, resources, schedules, priorities, and anticipated obstacles • Resolve issues, evaluate alternatives, and make informed decisions • Deliver clear written and oral communication • Manage clients and deliver programs within scope and budget

🎯 Requirements

• Bachelor Degree or equivalent work related experience • Project management experience in a healthcare-related setting preferred • Five years’ experience supervising within a Call Center operation • Critical thinking and creative problem-solving skills • Solid relationship-building skills • Highly organized and detail-oriented • Excellent communication and customer service skills • Ability to train and motivate staff members • Ability to work independently and exercise sound judgment regarding issue escalation • Outstanding customer service, communication, and interpersonal skills • Proficiency with applicable computer software, including Microsoft Office, client and project-specific systems, and call management systems • Proficiency with Word, Excel, call management systems, and Outlook • Ability to safeguard patient privacy and confidentiality under HIPAA guidelines

🏖️ Benefits

• Competitive pay • Medical, dental, and vision coverage • Accrued paid time off • 401(k) with company match • Disability and life insurance • Paid maternity and paternity leave • Company-paid holidays • Recognition programs, contests, and awards • Continuous growth opportunities through learning, leadership development, and career advancement support • Collaborative culture • Reasonable accommodations in accordance with applicable law