Senior Contact Center Operations Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

📞 Call Center Representative

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Sharecare

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2010

⚕️ Healthcare Insurance

☁️ SaaS

🧘 Wellness

💰 $425M Post-IPO Equity on 2021-07

Healthcare Insurance • SaaS • Wellness

Sharecare is a comprehensive digital health platform designed to improve overall well-being. It provides tools and resources to help individuals manage various aspects of their health, such as physical, mental, and financial wellness. Sharecare offers personalized health navigation through its digital window, helping members track healthy habits, receive research-backed health tips, and access digital therapeutics across various conditions, including asthma and women's health. The platform integrates AI capabilities to empower users to manage their health data effectively. Partnering with CareLinx, Sharecare extends caregiving into homes, leveraging technology for data analytics and real-time coordination with clinical teams. Additionally, Sharecare collaborates with various organizations to enhance community health and well-being through innovative initiatives like the Community Well-Being Index. Its mission is to make healthcare resources more accessible and improve health outcomes while reducing care costs.

📋 Description

• Stand up, develop, and lead a new contact center operation • Oversee daily operations and performance of the team • Manage, coach, and develop staff to meet established performance standards • Monitor key performance indicators and report on operational outcomes • Ensure customer issues are resolved promptly and thoroughly • Drive consistency in service delivery to meet contractual outcomes • Build strong cross-functional relationships across Sharecare • Identify opportunities to expand scope in partnership with leadership and clients • Hire, onboard, and develop a net new frontline team • Develop and implement engagement strategies to drive retention, performance, and team satisfaction • Monitor staff attendance and performance daily • Develop and maintain Standard Operating Procedures • Analyze operational trends and conduct recurrent training as required • Lead operational transitions including technology migrations • Identify and implement process improvements to enhance service efficiency

🎯 Requirements

• 7+ years of progressive call center or contact center management experience • Demonstrated experience building or transforming an operation • Healthcare, benefits administration, or regulated-environment member services experience required • Executive client-facing experience with direct accountability for client relationships • Excellent verbal and written communication skills • Strong analytical and problem-solving skills • Detail oriented and well organized; demonstrates follow-through on assignments • Bachelor's degree preferred; equivalent demonstrated professional leadership experience considered

🏖️ Benefits

• Health insurance • Retirement plans • Flexible work arrangements • Professional development opportunities