Contact Center Quality Manager jobs in Fort Worth, TX

At Solis Mammography, our patient-focused culture is at the heart of every interaction. We deliver the care, compassion and high-touch experience that have made us a valued healthcare partner to the generations of women that we serve. As the nation’s leader in breast health services, our commitment to providing excellence in patient care is realized at every level of our organization.  The Solis team is establishing a dynamic culture of “work hard, play hard” and is looking for the next all-star to add to its roster. If you are an ambitious self-starter who thrives in an environment where you are empowered to take ownership of your area of responsibility, we would like to speak to you.

Location: Contact Center in Fort Worth
Hours: Monday - Friday 6am - 7pm and half day Saturdays 

The Contact Center Supervisor is responsible for supervising and mentoring the Solis Patient Access Representative. This position is critical to Solis Mammography; the Contact Center Supervisor ensures the representatives provide efficient, empathetic and excellent service and adhere to defined policies and procedures which impacts customer retention and the profitability of the organization. Measures and provides appropriate performance feedback to assigned representatives.     

RESULTS MEASURED BY THE FOLLOWING RESPONSIBILITIES:

Operations

• Understands, promotes and demonstrates the Solis Way;
• Utilizes all policies and processes with 100% compliance;
• Accountable for representative’s performance, affecting overall Contact Center Performance, Department KPIs and organizational objectives;
• Oversight of productivity of individual representatives;
• Oversight of quality performance of individual representatives in partnership with QA team;
• Supervises and coaches’ representatives on Solis processes, guidelines and metrics;
• Manages the performance management process for PARs to include: goal setting, annual performance reviews, recognition, coaching and performance issues.
• Responsible for the development of representatives through effective hiring, coaching, mentoring and performance feedback;
• Functions as the point of contact to answer questions and provide support to representatives, guides representatives to use available resources;
• Makes recommendations for continuous improvement based on proactive and reactive business needs, focusing on improved communication, customer and representative satisfaction;
• Monitors the queue and tier escalation process and takes calls as needed to ensure calls get answered in a timely manner;
• Handles escalated calls from patients or referring physicians focusing on service recovery and provides adequate coaching to the representatives;
• Administers accurate and timely payroll functions;
• Responsible for compiling and analyzing pertinent reports and discussion logs in a timely manner;
• Perform other duties and responsibilities, as assigned.

Service

• Maintains patient confidentiality 100% of the time;
• Maintains productivity; ensures minimal downtime.

Team Focus

• Adheres to and promotes the Solis “Promise Book” culture;
• Ensures adherence to Contact Center policies and procedures;
• Forms strong working relationships within the team and treats each other with respect;
• Develops healthy working relationships, forming a partnership with other groups within the Contact Center or external functional departments;
• Participates in interviews to select the most qualified candidates for the position;
• Addresses any representative issues, documents, delivers corrective action and monitors behavior;
• Coaches on strengths, areas of opportunity and provides coaching regarding performance metrics and quality;
• Conducts team meetings with assigned representatives;
• Conducts one on one meetings with assigned representatives to review overall performance, documents discussions and actions taken;
• Brings problems to the attention of the Manager; proposes solutions and is willing to ask for help;
• Supports manager with projects on as needed basis;
• Interacts with other groups to ensure efficient and service-oriented operation.

Skills / Qualifications:

• Associate/bachelor’s degree preferred or equivalent combination of experience and education;
• Minimum 3-5 years contact center experience preferred;  
• Minimum 3-5 years of contact center supervisor experience preferred;
• The ability to interact with staff at all levels in a fast-paced environment, typically under pressure, while remaining flexible yet focused;
• The ability to communicate professionally through verbal and written communications to include personal branding;
• Demonstrated high level of confidentiality and professionalism;
• Demonstrated outstanding service skills with both internal and external customers;
• The ability to effectively coach, mentor and motivate representatives;
• The ability to operate in an organized manner and demonstrate superior time management;
• Proficiency in Microsoft Office required.

• The ability to manage multiple projects; able to multitask;
• Exhibits sound judgment;
• Contact center software application knowledge preferred.