Sr. Manager- Call Center Operations - Midwest Vision Partners

Job Title: Sr. Manager, Call Center Operations

Dept./Division: RC/Chicago HQ

Reports to: Vice President Call Center

FLSA Class: Exempt

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The Sr. Manager, Call Center Operations will play a critical role in the patient experience and journey. This role is responsible for driving performance, developing best-in-class goals, and optimizing the Scheduling Team to meet and exceed call center metrics, including but not limited to supporting our offshore teams. The Sr. Manager will support the Director of Scheduling and Fill Rates with people and performance management. Additionally, this role will oversee, coach, and hold accountable the Scheduling Team Managers, Supervisors, and Team Leads to their responsibilities, including executing one on one discussions, coaching's, quality evaluations, development & performance plans, and process enhancements. You will partner across the organization to work closely with key stakeholders (both operations and clinical) while identifying actionable insights and working to implement solutions.

WHAT YOU WILL BE WORKING ON:

●Directly oversee, coach and hold accountable Scheduling Team Managers, Supervisors, and Team Leads.

●Lead the development and refinement of best-in-class goals, KPIs and accountability processes to meet call center metrics.

●Collaborate with other departments to develop, maintain, and update policies, procedures, and training materials.

●Maintain an in-depth knowledge of MVP products and services offered by the company and lead by example.

●Successfully navigate voice and online scripting, scheduling and CRM systems with confidence and a focus on scheduling and retention.

●Hold Supervisors accountable for achieving production and quality standards.

●Ensure Supervisors/Leaders complete action plans from assigned projects or audit findings in a timely manner.

●Evaluate call volumes, scheduling / fill rates & quality findings, making recommendations for improvement when necessary.

●Conduct quality assurance monitoring(s) for internal employees and external vendors, and develop coaching or development plans as needed.

●Participate in team initiatives such as targeted call calibrations, training, and ad-hoc projects.

●Communicate trends, findings, and quality scores to leadership on an ongoing basis.

●Ensure Call Center meets or exceeds monthly scheduling, KPI and quality assurance goals.

●Assist or support training efforts at all staff levels to enhance performance and quality.

●Provide support to the Scheduling, Billing and Outbound Recall teams.

●Perform other duties as assigned.

KNOWLEDGE, EDUCATION and SKILLS REQUIREMENTS:

●Minimum of five (5) years of experience at a Manager or Director Level, preferably in a metrics-driven call center environment.

●Extensive knowledge of call center metrics and proven ability to drive results.

●Strong verbal and written communication skills, with the ability to effectively engage with audiences at all organizational levels.

●Excellent critical thinking, collaboration, and analytical skills to interpret data from quality reports and trends.

●Demonstrated adaptability, with a proactive approach to tackling unfamiliar tasks and seeking improvement through failure and success.

●Self-motivated and capable of working independently with a positive, can-do attitude.

●Flexible schedule to support the dynamic needs of the Call Center.

WHAT WILL MAKE YOU AWESOME:

●Prior call center experience in health care administration, insurance (claims, billing), eye care or behavioral health

●COPC or similar certification or credentialing

●Excellent oral, written communication and listening skills

●Exceptional attention to detail

●Knowledge of the vision industry: front-office, back-office or optometry operations

●Proven experience training and coaching new and existing team members

●Familiarity with tools, concepts, and methodologies related to quality assurance, coaching and training.