Contact Center Quality Manager jobs in Chicago, IL
Contact Center Quality Manager oversees contact center quality assurance programs. Establishes standards governing customer interactions and implements monitoring programs. Being a Contact Center Quality Manager designs training programs or process enhancements that correct quality issues. Typically requires a bachelor's degree. Additionally, Contact Center Quality Manager typically reports to a head of a unit/department. The Contact Center Quality Manager supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Contact Center Quality Manager typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. (Copyright 2024 Salary.com)
Recently Added Contact Center Quality Manager jobs
Contact Center Manager
- USA Clinics Group
-
Lincolnshire, IL
FULL_TIME
-
The Contact Center Manager is responsible for developing and managing staff and processes while ensuring the highest level of service and patient satisfaction. The Contact Center Manager will develop, measure and monitor performance to positively affect the Call Center environment and its success. The manager will need working knowledge of industry trends and understand the impact on patient care to ensure all patients receive a high-quality call experience and report on data metrics. The Contact Center Manager will also oversee all provider clinic schedules, audit scheduled appointment length and creates rules around scheduling.
Responsibilities
Timely and optimal scheduling of all new Patient appointments.
Improve conversion rate of calls to occurred appointments.
Increase occurred appointment rate.
Decrease No Show/Cancelled/Rescheduled appointment rate.
Increase the accuracy/completeness of patient information entered.
Improve timely confirmation rate for all appointments.
Improve performance for Patient Intake, throughout the Contact Center and all office Receptionists.
Improve Customer Service throughout the organization.
Reduce scheduling gaps.
Monitor performance by reviewing relevant reporting data and producing statistical reports.
Oversee accurate registration and scheduling of new leads for appointments by adhering to established scripts and procedures.
Ensure that staff are accommodating the scheduling needs of existing patients, including scheduling future appointments and addressing schedule changes.
Ensure that entire treatment plan is scheduled (if needed) at initial visit appointment.
Perform recalls, confirmations, and tasks for leads for existing or former patients.
Ability to answer questions for patients and addresses concerns using established scripts and procedures.
Responsible for after hours coverage as assigned.
Oversee that onsite staff prepare patient charts and schedules for the next day.
Demonstrates knowledge of services, professionalism and outstanding customer service.
Build and update Scripts/Training modules as needed.
Performs other related duties as assigned.
Requirements
Associates degree required, bachelors degree preferred
5 years of call center or customer service experience required
1-3 years of supervisory experience required
Working knowledge of industry trends and metrics is required
Experience with data analysis required
Benefits
Medical
Dental
Vision
401k & Match
- 3 Days Ago
Manager, Member Contact Center (On-Site)
- Great Lakes Credit Union
-
Chicago, IL
FULL_TIME
- Description Great Lakes Credit Union is Hiring GREAT people for our GREAT team!Do you enjoy being an integral part of a service-driven team, supporting those that support the customer? WE WANT YOU ON ...
- 1 Month Ago
Senior Manager - HR Shared Service, Contact Center Delivery
- McDonald's Corporation
-
Chicago, IL
FULL_TIME
- Company DescriptionMcDonald’s is proud to be one of the most recognized brands in the world, with restaurants in over 100 countries that serve 70 million customers daily. As the global leader in the f...
- 1 Month Ago
Medical Outbound Contact Center
- Wellbe Senior Medical
-
Chicago, IL
OTHER
- Job Summary The Engagement Specialist joins the WellBe team’s efforts in acquiring new patients and helping our patients to lead a more meaningful life. This unique role provides the opportunity to di...
- 11 Days Ago
Contact Center Lead
- Crawford & Company
-
Zurich, IL
OTHER
- Excellence In Everything We Touch Position Summary Performs as the senior team Contact Center Agent, supporting the day-to-day monitoring of paper claim volume and distributing claims accordingly. Ass...
- Just Posted
Contact Center Representative
- Self-Help Federal Credit Union
-
Chicago, IL
FULL_TIME
- WHO We Are: Self-Help started in 1980 with a focus on economic inequality especially in communities that have faced systemic barriers in building wealth. At the core of what Self-Help does is a drive ...
- 6 Days Ago
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0 Contact Center Quality Manager jobs found in Chicago, IL area
Call Center Manager
- Syneos Health Careers
-
Chicago, IL
- Description We are looking for a talented individual to join our team as an Engagement Center Manager. If you are known ...
- 4/18/2024 12:00:00 AM
NICE Contact Center Configuration Specialist - Work From Home
- Parallel Partners
-
Chicago, IL
- NICE Contact Center Configuration Specialist - Work From Home We are seeking a NICE Contact Center Configuration Special...
- 4/18/2024 12:00:00 AM
Marketing Manager
- Hilton Grand Vacations
-
Chicago, IL
- As a Marketing Manager, you will be managing a team of marketing representatives who achieve results through tour bookin...
- 4/18/2024 12:00:00 AM
Intern Off-Premise Sales and Marketing Associate
- Portillo's
-
Oak Brook, IL
- Off-Premise refers to dining that takes place outside of the walls of our restaurants and as our Summer Off-Premise Inte...
- 4/18/2024 12:00:00 AM
Client Services Research Analyst - AmeriSpeak - Hybrid
- U Of C Norc
-
Chicago, IL
- JOB SUMMARY: AmeriSpeak is a fast-growing, fast-paced, innovative, probability-based panel housed within NORC at the Uni...
- 4/18/2024 12:00:00 AM
Client Services Research Analyst - AmeriSpeak - Hybrid
- U of C NORC
-
Chicago, IL
- JOB SUMMARY: AmeriSpeak ® is a fast-growing, fast-paced, innovative, probability-based panel housed within NORC at the U...
- 4/18/2024 12:00:00 AM
Medical Call Center Manager
- Collection Systems, Inc
-
Oak Brook, IL
- Job Description Job Description Manager of Call Center Manage the efforts of 3 Supervisory Team Leads and a staff of app...
- 4/17/2024 12:00:00 AM
NICE Platform Administrator - Work From Home
- Parallel Partners
-
Chicago, IL
- NICE Platform Administrator - Work From Home We are seeking a NICE Platform Administrator to maintain and improve our NI...
- 4/17/2024 12:00:00 AM
About Chicago, Illinois
Chicago (/ʃɪˈkɑːɡoʊ/ (listen), locally also /-ˈkɔː-/), officially the City of Chicago, is the most populous city in Illinois, as well as the third most populous city in the United States. With an estimated population of 2,716,450 (2017), it is the most populous city in the Midwest. Chicago is the principal city of the Chicago metropolitan area, often referred to as Chicagoland, and the county seat of Cook County, the second most populous county in the United States. The metropolitan area, at nearly 10 million people, is the third-largest in the United States, and the fourth largest in North A...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Manager jobs
$76,895 to $115,807
Chicago, Illinois area prices
were up 0.8% from a year ago
were up 0.8% from a year ago
What does a Contact Center Quality Manager do?
Contact Center Quality Manager in Somerset, NJ
Although we are good at making it look easy, quality customer service does not happen by chance.
December 17, 2019
Contact Center Quality Manager in Provo, UT
The call is flagged due to involving a refund, and the agent is required to meet with their quality manager.
February 11, 2020
Contact Center Quality Manager in Kingsport, TN
We're looking for talented people who will put our customers at the center of everything we do.
January 28, 2020