Contact Center Manager (Houston) - Remote
- 5959 Corporate Dr, Houston, TX 77036, USA
- Employees can work remotely
HealthHelp - A WNS Company (www.HealthHelp.com), is the leader in the field of healthcare utilization & care management. We have gained this position by actively working to change out-of-date practices with a collaborative, non-denial based approach. Our methodology helps payors achieve a higher return on investment, gives providers education programs that better inform physicians, and ensures quality and safety for the patients needing treatment.
HealthHelp’s innovative approach and strong IT capability in specialty benefits management means that staff will move healthcare forward when provided with evidence-based solutions and second opinions. HealthHelp's staff is comprised of healthcare professionals who make a difference every day. HealthHelp has a desire to fill their company with talented and innovative people who want a career path filled with success and personal growth.
Our specialty benefits management services are broad and include, Cardiology, Oncology, Radiology, Radiation Therapy, Sleep Care, and Musculoskeletal Care. HealthHelp has two locations in Houston, one a corporate office and the second a state-of-the art contact center. HealthHelp is also proud to have another such contact center in Albany, New York.
It is the policy of HealthHelp to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law.
WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group’s over 44,000+ Professionals serve across 60 delivery centers in 16 countries worldwide.
Provides ongoing supervision, motivation, coaching, and development of operation leadership team.
Ability to work in a fast-paced, evolving environment that serves customers six days a week, twelve hours a day.
Highly motivated, self-starter who works independently using all available resources, policies, and procedures to work effectively and meet deadlines in an atmosphere of multiple projects and shifting priorities.
Proficiency with computer software including Microsoft Office, Microsoft Project, Visio, and work process management tools.
Compliance to contractual agreements, processes, outcomes, and state / federal regulations.
Strong analytical problem-solving skills. Knowledge of applicable technologies, laws, regulations and industry practices.
Assess workload and makes real time adjustments to ensure team staffing levels are properly aligned with demand.
Ability to report on performance internally and externally on metrics and actions needed to meet contractual obligations
Maintains a thorough understanding of company processes and policy requirements for new and existing clients.
Refers all complaints to director of corporate compliance; works collaboratively with the compliance department to investigate complaints and correct errors.
Handles and reviews disciplinary actions directly with supervisors, records of discussion, and formal disciplinary documentation.
Collaborates with human resources to ensure adherence to company policies and guidelines.
Collaborates with WF, Quality, and Training teams to ensure performance service levels are met.
Leads special projects as necessary to achieve departmental objectives
Conducts formal performance appraisals of direct reports and prepares and communicates performance reviews and development recommendations, evaluates the performance of each team member to ensure service delivery goals are met.
Assists with service restoration efforts, including managing contact centers during emergencies.
Other related duties as assigned.
Required: Bachelor's degree in Business – Business Management, Healthcare Management, or Human Resource Management or equivalent work experience.
Required: At least five years of demonstrated leadership experience in a contact center/call center environment.
BPO experience preferred.
Healthcare experience preferred.
Superior communication, presentation and organizational skills.
Strong knowledge of coaching to key metrics and best practices to improve performance.
Excellent customer service and relationship building skills.
All your information will be kept confidential according to EEO guidelines.
Must reside in Houston Texas