Job Description
This position will be responsible for delivering high standards of service to our patients by making the most effective and efficient use of call center agents and technology resources.
The Call Center Operations Manager is expected to use a range of measurements to monitor, analyze, and plan improvements to the call center performance across multiple states with multiple service types and a broad patient base.
Schedule: M-F 8-5p
Key Responsibilities
Performance:
- Day-to-day management of the respective teams to develop and maintain operational programs to meet patient needs business objectives.
- Effectively guide and lead the CallCenter teams by setting goals, directing their work/outcomes, providing insights, and developing their skills.
- Maintain standardized operational workflows to ensure efficiencies, quality outcomes, and maximized revenue.
- Work with the team to resolve patient concerns, schedule flow, and follow-up challenges.
- Communicate organizational priorities; monitor and adjust work assignments
- Ensure Standard Operating Procedures (SOP) are followed and changes/edits are updated as needed.
- Serve as the escalation point for difficult problems, patient issues, etc.
- Partners with IT team to maintain current systems (IVR, call routing, desktop, agent phone system, call recording, screen capture, speech analytics, etc.) and to determine whether there are additional call center tools that could enhance efficiency and effectiveness.
Reporting
- Responsible for developing benchmarks based on volume and implementing continuous improvement programs, including coordinating call monitoring.
- Document applicable follow-up efforts in the call system for clear and concise identification of any identified issues and steps taken to resolve said issues.
- Delivers timely required reports to the COO, relaying volume, issues, trends, or other operational needs.
Supervision:
- Manage Team Leaders to ensure adherence to the team targets, people systems, and delivery of business objectives.
- Train new employees or assign them to the appropriate person.
- Recruit and interview candidates, as needed.
Communication:
- Meet regularly with the Team; in person and as a group to confirm the status of projects.
- Integrate new team members.
- Foster employee engagement through a motivational management style supported by organizational engagement programs to optimize employee retention rates.
- Perform employee annual reviews and give constructive feedback to improve performance.
Other:
- Performs other duties as assigned
Skills, Knowledge & Expertise
WHAT WILL MAKE YOU AWESOME:
- Understand the direction of the company, developing and delivering effective business change to support the strategic direction.
- Understand the patient experience across all company services and appointment types and how that drives all actions within the business.
- Analyze, maintain, and improve current call center performance and training practices to ensure consistent service delivery, eliminating any weak areas.
- Experience in a metric-driven environment.
- Excellent written and verbal communication skills.
- Excellent computer skills including Excel, and Word.
- Highly organized, detail-orientated, a strong work ethic, and demonstrated teamwork skills.
- Ability to multi-task and meet deadlines.
WHAT YOU KNOW:
To be successful in this role you will have the following experience or knowledge:
- Bachelor's degree in a related field or equivalent.
- 5+ years' call center operating at a senior level within a predominantly people/patient-focused environment.
Job Benefits
- Competitive wages
- Robust benefit package including medical, dental, life and disability (short- and long-term) insurance
- Generous paid time off (PTO) program
- Seven (7) company paid holidays
- 401(k) retirement plan with company match
- An organization focused on People, Passion, Purpose and Progress
- Inspirational culture
About Midwest Vision Partners
Midwest Vision Partners was founded in 2019 to build a premier eye care platform in partnership with Alpine Investors, a San Francisco-based private equity firm. Alpine is a strong supporter of MVP, given their PeopleFirst™ philosophy, unparalleled track record, significant financial resources, and a commitment to building a platform that includes physician leadership at the highest levels.
Headquartered in Chicago, our mission is to provide world-class support to ophthalmologists and optometrists, enabling them to focus on improving patients' vision to help people live their best lives. Today, MVP's network consists of 16 practices, 125 physicians, and roughly 1500 employees providing medical and surgical eyecare services at over 60 locations throughout the Midwest. We strive to be the premier provider of eyecare in the Midwest through a culture of collaboration and excellence.