Contact Center Director - Consult-A-Nurse - Ft Myers, FL
Location: Fort Myers Florida
Description: Consult-A-Nurse is at present looking to employ Contact Center Director - Consult-A-Nurse - Ft Myers, FL right now, this position will be placed in Florida. Further informations about this position opportunity kindly read the description below. SUMMARY OF KEY RESPONSIBILITES:
Manages and fills all staffing needs.
Aligns activity with enterpr! ise strategic direction.
Ensures reporting function is in place.
The director is accountable for the culture of the center and maintains customer service levels.
Also is accountable for center finances.
DUTIES AND RESPONSIBILITIES:
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Develops and supports the vision and strategy of the contact center and positively promotes the services offered and ensures day-to-day activities are aligned with strategic goals
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Instills a customer service philosophy and attitude with employees and builds working relationships with internal and external customers
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Promotes and maintains system security, patient and business confidentiality
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Adheres to HCA policies and complies with “Code of Conduct†and “Mission and Value Statementâ€
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Strives to meet or exceed standards and accepts constructive feedback
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Identifies staffing needs ! and ensures schedules are created collaboratively to ensure sm! ooth transition and appropriate assignments throughout shift to cover changing customer needs and agent availability
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Actively reviews and reports appropriate metrics to ensure quality standards are met
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Routinely conducts staff meetings
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Ensures cost effectiveness by applying tools and processes to successfully manage a budget
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Communicates plans for implementation of goals and objectives
KNOWLEDGE, SKILLS AND ABILITIES:
Knowledge:
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Knowledge of quality, human resources, database management, employee development and training, and process improvement
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Employee relations to include hiring, training, evaluation, disciplinary action and termination
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Knowledge and understanding of organization policies, procedures and systems
Skills:
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Communicates and exercises judgment with tact and dipl! omacy with internal and external parties
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Demonstrates proficiency with software required to carry out job responsibilities
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Establishes and maintains long-term relationships with internal and external customers, building trust and respect by consistently meeting and exceeding expectations
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Proactively prioritizes needs and effectively manages resources
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Demonstrated success in process improvement
Abilities:
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Abilities are an underlying, enduring trait useful for performing duties
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Manages stressful situations in an effective manner
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Oversees the development, deployment, and direction of complex programs and processes
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Guides individuals and groups toward desired outcomes, setting high performance standards and delivering leading quality services
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Able to perform basic mathematical calc! ulations, balance and reconcile figures, punctuate properly, spell corr! ectly and transcribe accurately
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Proven ability to drive results
Education: Bachelor's degree required
Experience:
3 - 5 years contact center management experience required
3 - 5 years experience managing, directing, leading employees required
3 - 5 years direct knowledge of contact center best practices and customer service focus required
5 - 7 years contact center management experience preferred
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If you were eligible to this position, please email us your resume, with salary requirements and a resume to Consult-A-Nurse.
If you interested on this position just click on the Apply button, you will be redirected to the official website
This position starts available on: Thu, 19 Sep 2013 04:32:53 GMT
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