Contact Center Quality Manager jobs in Greenville, SC

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)

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Contact center manager
  • LifeMD
  • Greenville, SC FULL_TIME
  • About us

    LifeMD is a leading provider of virtual primary care committed to enhancing access to quality and affordable virtual and in-home healthcare.

    Catering to a wide range of health needs, LifeMD covers over 200 conditions, including primary care, men’s and women’s health, allergy & asthma, and dermatology.

    The company operates a vertically-integrated proprietary digital care platform, backed by a 50-state affiliated medical group and a US-based patient care center.

    LifeMD was recently ranked #166 in the 2023 Deloitte Fast 500.

    About the role

    We are looking for an experienced Contact Center Manager who will play a pivotal role in ensuring the success of our contact center performance.

    The ideal candidate will be passionate about leveraging data-driven insights to optimize processes, enhance efficiency, and elevate patient experiences.

    The Contact Center Manager will be responsible for overseeing the performance of each of our contact center teams, setting clear expectations, and holding team members accountable for achieving and surpassing key performance indicators (KPIs).

    This role will be responsible for improving sales conversion metrics and enhancing patient satisfaction while maximizing employee engagement and productivity.

    Responsibilities

    Utilize data analytics to identify areas for improvement within the contact center operations. Develop and recommend strategies to enhance efficiency and effectiveness to senior leadership

    Establish and document clear performance expectations for Team Leads and their direct reports

    Implement performance management processes to provide regular feedback, coaching, and training to contact center staff, fostering a culture of continuous improvement

    Author and discuss employee performance appraisals; address employee performance and corrective action plans

    Lead and motivate contact center teams to achieve and exceed sales targets, patient satisfaction goals, and productivity metrics

    Leverage data analytics tools and methodologies to analyze campaign performance, agent productivity and effectiveness, patient satisfaction scores, and operational KPIs.

    Generate actionable insights and recommendations to increase productivity, improve service quality, and decrease response times

    Collaborate with sales, marketing, technology, and operations departments to ensure alignment and optimize patient experiences

    Stay updated on industry trends, best practices, and emerging technologies in healthcare and contact center management. Identify and recommend relevant innovations to senior leadership

    Provide weekly, monthly and quarterly updates to leadership on call center performance, trends, and improvement initiatives

    Requirements

    Minimum of 3 years of experience in contact center management, preferably in a healthcare or high-volume sales environment

    Proven track record of using data-driven insights to improve operational performance and enhance customer and patient experiences

    Exceptional leadership and interpersonal skills, with the ability to effectively motivate and align team and individual goals

    Excellent verbal and written communication skills. Able to communicate effectively at all levels of the organization

    Demonstrated ability to multitask, prioritize, and manage time efficiently in a fast-paced environment with multiple projects and / or deadlines

    Strong problem-solving and decision-making skills, with the ability to handle complex patient issues and resolve conflicts

    Strong analytical skills with proficiency in data analysis, interpretation, and report generation

    Commitment to upholding the highest standards of integrity, professionalism, and compliance with regulatory requirements

    Benefits

    Salary Range : $75,000-$90,000

    Rotating Weekend Shift (Monthly)

    Health Care Plan (Medical, Dental & Vision)

    Retirement Plan (401k, IRA)

    Life Insurance (Basic, Voluntary & AD&D)

    Paid Time Off (Vacation & Public Holidays)

    Last updated : 2024-03-29

  • 20 Days Ago

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General Manager and Assistant Manager
  • Quality Inn Seneca
  • Seneca, SC FULL_TIME
  • Job Summary:We are seeking a General Manager and Asst. General Manager to join our team. As a General Assistant. In these positions you will provide support to various areas of our operations. This is...
  • 26 Days Ago

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Assistant Hotel General Manager
  • Quality Inn Seneca
  • Seneca, SC FULL_TIME
  • We're searching for an experienced assistant general manager to help our general manager plan and oversee the hotel's day-to-day operations. When the general manager is unavailable, you will be in cha...
  • 2 Days Ago

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Manager of Talent Acquisition
  • TRIGO Global Quality Solutions
  • Greer, SC FULL_TIME
  • TRIGO Global Quality Solutions has an immediate opening for a Manager of Talent Acquisition in Greer, SC. Overall Purpose Responsible for forecasting staffing needs, developing talent acquisition stra...
  • 2 Days Ago

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Quality Manager
  • Plastic Products Co., Inc.
  • Seneca, SC FULL_TIME
  • QUALITY MANAGER - Injection Molding Excellent Opportunity! Plastic Products is a 100% Employee Owned multi plant custom injection plastic molder. We are seeking a Quality Manager for our Seneca, SC fa...
  • 1 Day Ago

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Quality Manager
  • Vertiv
  • Anderson, SC FULL_TIME
  • Vertiv in Anderson, SC is looking for a Quality Manager. Directs, coordinates and exercises functional authority for the ISO 9001 registered quality management system and other assigned systems. Leads...
  • 1 Month Ago

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0 Contact Center Quality Manager jobs found in Greenville, SC area

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Call Center Manager
  • Godshall Recruiting
  • Duncan, SC
  • Salary: $65K to $80K What is your perfect fit? Would you like a later start to the work day? Is a generous amount of PTO...
  • 4/19/2024 12:00:00 AM

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Senior Wealth Relationship Manager Associate
  • CAPTRUST
  • Greenville, SC
  • Overview: WHO are we looking for? A dynamic, energetic Senior Wealth Relationship Manager Associate who will deliver hig...
  • 4/19/2024 12:00:00 AM

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Greeter
  • Walmart
  • Greenville, SC
  • **Job Summary:** As a Greeter at Walmart, you will be the first point of contact for customers as they enter the store. ...
  • 4/19/2024 12:00:00 AM

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Coordinator of Customer Services
  • East Carolina University
  • Greenville, SC
  • Job Title Coordinator of Customer Services Position Number 921571 Vacancy Open to All Candidates Department SAH Recreati...
  • 4/19/2024 12:00:00 AM

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Customer Service Coordinator - Work From Home>
  • The Auctus Group LLC
  • Greenville, SC
  • [Call Center / Fully Remote] - Anywhere in U.S. / Competitive pay / Health, dental & vision / 401K match - As a Customer...
  • 4/19/2024 12:00:00 AM

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Patient Service Coordinator Clinical
  • Amedisys Inc.
  • Greenville, SC
  • Overview Responsible for scheduling the home visits for the field staff and assisting with the coordination of patient c...
  • 4/18/2024 12:00:00 AM

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Enterprise Account Representative
  • Durabook Americas Inc.
  • Greenville, SC
  • Durabook Americas is a leading manufacturer of rugged computing solutions, including the DURABOOK line of notebooks, tab...
  • 4/16/2024 12:00:00 AM

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Inbound Customer Service Representative (hybrid)
  • FirstCall LLC
  • Greenville, SC
  • Job Description Job Description We are currently seeking three Customer Service Representatives to join our team of prof...
  • 4/15/2024 12:00:00 AM

Greenville is located at 34°50′40″N 82°23′8″W / 34.84444°N 82.38556°W / 34.84444; -82.38556 (34.844313, −82.385428), roughly equidistant between Atlanta (145 miles [233 km] southwest), and Charlotte, North Carolina (100 miles [160 km] northeast). Columbia, the state capital, is 100 miles (160 km) to the southeast. Greenville is in the foothills of the Blue Ridge Mountains, a physiographic province of the larger Appalachian Mountains range, and includes many small hills. Sassafras Mountain, the highest point in South Carolina, is in northern Pickens County, less than 40 miles (64 km) northwe...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Manager jobs
$68,099 to $102,559
Greenville, South Carolina area prices
were up 1.5% from a year ago

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