Ccce Team Manager

Job Summary:
Responsible for managing and overseeing a team of schedulers or specialty team members and their daily activities. Supports running of the
contact center operations to ensure we provide exceptional customer service to patients, providers, and imaging center staff. Accountable for
achieving team performance goals, contact center operational goals and responsible for making decisions regarding hiring, coaching and
counseling employees. Positively leads team and supports execution of strategic initiatives minimizing impact to our customers, employees
and operations.
Core Work Activities:

• Leads team of employees including hosting team huddles, individual agent check-ins, hiring, coaching, counseling and termination.
• Responsible for Manager of Duty shifts ensuring contact center exceeds performance goals including calls handled, calls abandoned,

TTA, specialty team performance.

• Manages daily operation of phone system, update daily stats, and runs ad-hoc reporting as needed.
• Troubleshoots and escalates all phone and systems issues in a timely manner.
• Provides feedback in a timely manner regarding team operation including success metrics tied to initiatives, performance management,

goal setting, monitoring of performance that will provide successful results.

• Understands every aspect of the business including workflow, RIS, goals and performance results, and reporting, etc.
• Leads and implements development plan for team members.
• Facilitates check in meetings with team members.
• Manages, motivates and supports team to succeed.
• Supports director with projects and initiatives as it relates to contact center operations, including specialty teams
• Provides input on Employee Performance Reviews and ensures reviews and coaching sessions are completed on time.
• Actively and positively participates in execution of engagement activities (i.e., Employee Appreciation Week).
• Responsible for time card processing and attendance tracking.
• Manages time effectively and efficiently.
• Lead project beta testing or pilot, as requested. Have intimate knowledge of project initiative, impact, and results and update contact

center leadership on execution of effort.

• Reviews current workflows and offers suggestions to streamline processes.

Requirements (Knowledge, Skills & Abilities):

• Proven excellent leadership and interpersonal skills; able to inspire and motivate employees.
• Being able to lead in an agile and fast paced environment.
• Being able to adapt and absorb change quickly and lead staff throughout change; needs to be a change champion.
• Must be able to positively embrace strategic initiatives and execute as scheduled; able to accurately reporting findings and success

metrics.

• Must be able to type accurately with precise data entry skills.
• Must demonstrate professionalism and the ability to multi-task and work under pressure effectively. Ability to maintain confidentiality of

patient and employee information.

• Ability to thoroughly understand scheduling process and specialty work.
• Understand specialty processes
• Excellent telecommunication, verbal communication and demonstrated organizational skills.