Contact Center Manager at Cognosante in Tallahassee, Virginia

Posted in Other 13 days ago.

Type: Full Time

Job Description:

Security Clearance required:
No clearance required

Cognosante is on a mission to transform our country's healthcare system. With our health and security-focused solutions, we help public sector organizations achieve the important task of providing the best possible public services to American Citizens. From Enterprise IT, Data Science, and Security Services, to full-scale Consumer Engagement and Interoperability solutions, we are moving government services forward with transformation and innovation. Learn how we are making a difference in people's lives today!

Job Description

Cognosante anticipates the award of a large, complex health insurance processing and support contract. Under this seven-year contract, Cognosante will provide contact center services supporting inbound and outbound communications via several channels (e.g., phone, chat, mail, etc.), document receipt and processing, mail fulfillment, and systems integration work (e.g., operation and maintenance of integrated voice response, workflow management, document management, customer relationship management, and knowledge management systems). Services also include the performance of operational tasks for agency stakeholders, Medicaid recipients, and providers. The overall goal is to improve the agency, provider, and recipient experience.

The selected candidate will fulfill Contact Center Manager responsibilities for operations of the abovementioned program.

Key Responsibilities

Key responsibilities include:
  • Establish deep knowledge of contract requirements and service level agreements
  • Work closely with HR, recruiting teams, and workforce management team to ensure issues are addressed and contact center is staffed to plan
  • Implement employee retention initiatives, adjust production schedules, processes, resource allocation, and staffing to support business needs
  • Provide leadership and direction for supervisors
  • Develop processes/plans supporting effective contact center operations
  • Provide status and performance reports as required by the client and Cognosante leadership
  • Establish / comply with best practices and processes across contact center as well as continual implementation of process improvements
  • Ensure there are coordinated training and workforce management activities
  • Conduct performance reviews, monitor productivity, and assess quality of agent interactions
  • Monitor quality to improve key performance indicators
  • Provide coaching and assistance to contact center staff on an ongoing basis
  • Ensure all project-identified processes and methodologies are executed and followed as applicable
  • Create and sustain a culture that encourages high performance of individuals and teams
  • Review operational reports and develop/implement action plans to address deficiencies
  • Develop presentations and talks to motivate and educate contact center agents
  • Resolve any issues causing delays and/or problems on the project
  • Monitor performance and ensure project service level requirements are consistently met or exceeded
  • Support deliverable development and provide regular status reporting to client
  • Serve as backup to program leadership when appropriate
  • Perform all duties as assigned within Cognosante policy and procedures

Required Qualifications
  • Bachelor's degree or work experience in a related field
  • Minimum of 4 years of experience managing a contact center with over 200 CSRs, preferably in a healthcare environment
  • Demonstrated experience using multi-channel telephony technologies, such as chat, web-portal and phone
  • Onsite requirement in Tallahassee, Florida

Candidates that do not meet the required qualifications will not be considered.

Additional Minimum Qualifications
  • Prior experience in a client-facing, project leadership role
  • Excellent oral and written communications skills, with specific focus on contact center-centric operations
  • Effective leadership skills managing large-size program operations

Preferred Qualifications
  • Demonstrated understanding of workforce management techniques and reporting
  • Bi-lingual capabilities is a plus
  • Effective report development and management
  • Active PMP Certification

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