Is there a job opening for a Program Manager, Call Center, Contingent in Sacramento, CA, USA?

Greenberg-Larraby, Inc. (GLI) is currently hiring a Program Manager, Call Center, Contingent in Sacramento, CA, USA. The ideal candidate has skills and work experience of 5 - 7 years of experience as Program Manager, Call Center, Contingent.

Does Greenberg-Larraby, Inc. (GLI) hire Program Manager, Call Center, Contingent?

Greenberg-Larraby, Inc. (GLI) looking to hire a qualified Program Manager, Call Center, Contingent in Sacramento, CA, USA. The candidate will have 5 - 7 years of experience as Program Manager, Call Center, Contingent.

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Program Manager, Call Center, Contingent

Sacramento, CA, USA

275 Days ago

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Job Description

This program provides a virtual triage service in support of patient care and treatment for a targeted audience. Using a patient-centric approach, the clinical and non-clinical team will assess and direct callers to the appropriate level of care, source providers, facilitate medical appointments and answer program questions.
This person will oversee the daily operations of the assigned program to ensure smooth operational performance and that all service level agreement metrics (SLAs) are met. Reporting to the Senior Program Manager, this position will serve on the management team and as the key personnel on all contact center operations, compliance, and performance matters. Support the services provided by the agents, implement program improvement planning and implementation, and ensure efficient, effective recruiting and workforce management.

Essential Duties and Responsibilities:

Oversee the daily operations of a call center team to ensure performance metrics are met.

Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures.

Provide assistance and updates to staff regarding these policies and procedures.

Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.

Collaborate with the customers to ensure open communication, cooperation, and timely issue resolution.

Address inadequate quality issues with the supervisory and management teams in relation to reviews and corrections of calls monitored.

Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.

Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels.

Monitor call center compliance with ISO standards as applicable.

Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.

Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.

Responsible for identifying and resolving issues, problems, and concerns with employees.

Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.

Provide direction to staff when complaints are escalated to management level.

Participate in contact center staff hiring process
Comply with HIPAA (Health Insurance Portability and Accountability) privacy rules
Experience working remotely as part of a team including using Microsoft Office Suite, Teams, Zoom, SharePoint, and other digital tools

Requirements

Minimum Requirements

Bachelor's degree in relevant field of study and 7+ years of relevant professional experience required, or equivalent combination of education and experience.

Three (3) years of people management experience.

Ability to obtain US Security Clearance 5-7 years of relevant work experience managing multiple contact centers in lieu of degree
Experience in customer service, performance evaluation, and process improvement.
Experience in large volume staff training and coaching Demonstrate knowledge of health contact center standards Preferred Qualifications Excellent written and oral communication skills Strong interpersonal skills with the ability to build relationships at all levels Proactive, self-starter with the ability to work well in a team environment Detail-oriented with good organizational skills and capable of effectively prioritizing and multi-tasking

We are an Equal Opportunity Employer.

Benefits

Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k, IRA)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off (Vacation, Sick & Public Holidays)
Family Leave (Maternity, Paternity)
Short Term & Long-Term Disability
Training & Development

Disclaimer:

Greenberg & Larraby, Inc. will never ask you to reply yes or no to an automated email.

If you receive an email from an outside party or is not from our URL, please do not respond.

If you have further problems, please reach out to your administrator.

When you apply to our positions, a recruiter will call you directly only upon interest. Thank you.

GLI Recruitment Team.

Qualification

Bachelor's Degree

Key Skills Required

Customer ServiceMicrosoft OfficeAccountabilityClearanceCommunicationComplianceConsistentCooperationDevelopmentFacilitateHealth InsuranceHealth Insurance PortabilityImplementationInsuranceInterpersonal SkillsISO StandardsIssue ResolutionLeadershipLife InsuranceManagementOperational PerformanceOrganizational SkillsPolicies and ProceduresProactiveProcess ImprovementProvide AssistanceRecruitmentReportingSecuritySecurity ClearanceService LevelSharePointStaff TrainingTrainingTriageWorkforce Management

Job Overview

Job Function: ITES / KPO / BPO / LPO / Customer Service

Job Type: Full Time

Workplace Type: Not Specified

Experience Level: Director

Salary: Competitive & Based on Experience

Experience: 5 - 7 yrs

Contact Information

Company Name: Greenberg-Larraby, Inc. (GLI)

Recruiting People: HR Department

Website: http://www.greenberg-larraby.com

Location

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