Contact Center Team Leader (Includes Selling) jobs in Pasadena, TX

Contact Center Team Leader (Includes Selling) supervises contact center agents that make and receive calls focused on selling and promoting products or services. Monitors and evaluates interactions, workflow, and metrics to meet performance standards and sales targets. Being a Contact Center Team Leader (Includes Selling) coaches agents in best practices to respond to customer inquiries using scripts, dialogues, or talking points and how to identify opportunities to upsell additional products and services. Ensures that routine service requests are processed or redirected correctly. Additionally, Contact Center Team Leader (Includes Selling) responds to and resolves escalated issues or transfers complex requests to appropriate support teams. Prepares staff work schedules to ensure coverage and coordinate training. May require a bachelor's degree. Typically reports to a head of a unit/department. The Contact Center Team Leader (Includes Selling) supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Contact Center Team Leader (Includes Selling) typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)

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Director contact center
  • East Houston Regional Medical Center
  • Houston, TX FULL_TIME
  • Description

    This position is incentive eligible.

    Introduction

    Are you looking for a work environment where diversity and inclusion thrive? Submit your application for our Director Contact Center opening with Work from Home today and find out what it truly means to be a part of the HCA Healthcare team.

    Benefits

    Work from Home, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include :

    • Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
    • Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
    • Free counseling services and resources for emotional, physical and financial wellbeing
    • 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
    • Employee Stock Purchase Plan with 10% off HCA Healthcare stock
    • Family support through fertility and family building benefits with Progyny and adoption assistance.
    • Referral services for child, elder and pet care, home and auto repair, event planning and more
    • Consumer discounts through Abenity and Consumer Discounts
    • Retirement readiness, rollover assistance services and preferred banking partnerships
    • Education assistance (tuition, student loan, certification support, dependent scholarships)
    • Colleague recognition program
    • Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)
    • Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

    Learn more about Employee Benefits

    Note : Eligibility for benefits may vary by location.

    We are seeking a Director Contact Center for our team to ensure that we continue to provide all patients with high quality, efficient care.

    Did you get into our industry for these reasons? We are an amazing team that works hard to support each other and are seeking a phenomenal addition like you who feels patient care is as meaningful as we do. We want you to apply!

    Job Summary and Qualifications

    The Director Contact Center Strategic Optimization is responsible for overseeing the strategy for and the tactical optimization of virtual agent and IVR technologies within Parallon managed contact centers as well as other HCA contact centers not managed by Parallon.

    The Director is also responsible for supporting and advising on the workflow and operational functions within Parallon managed contact centers.

    In addition, the Director is responsible for overseeing the implementation and optimization of speech analytics technology within contact centers.

    The Director is responsible for reviewing reporting and analytics to measure current virtual agent and IVR performance and to drive future utilization and configuration.

    The Director is responsible for coordination with stakeholders, including Contact Center Executives and Leadership, IT, the Parallon Center of Excellence, SSCs, Compliance, and Client Management, to drive performance of strategic contact center tools.

    What you will do in this role :

    • Work with all stakeholders to determine strategy and opportunities of call flows for virtual agent and IVR solutions that ensure continuous improvement and optimize flows to meet business goals and objectives.
    • Responsible for utilizing data, analysis and knowledge of business operations to recommend different approaches to achieving patient contact and account resolution goals.
    • Accountable for demonstrating success of utilizing virtual agent and IVR technologies through improved containment, resolution rates, patient satisfaction and lower total cost per account worked.
    • Applies technical knowledge and understanding of business processes to recommend opportunities for optimizing business process through utilization of technology.
    • Oversees the business product owners / subject matter experts for key contact center workflow technologies.
    • Help develop, generate and distribute reporting, related to the virtual agent and IVR performance and strategic objectives.
    • Meet with Contact Center Operations Team and Operations to review containment and resolution rates, failure points, and call results.

    Recommend changes to flows and design based on previous results.

    • Knowledgeable of available data and application details to analyze and guide data design needs for business decisions, resolution of issues and validation of solutions.
    • Assists with the interpretation of customer requirements into feasible options, and communicating this back to the business stakeholders.
    • Responsible for overseeing Virtual Agent and IVR Team in managing virtual agent and IVR strategy including compliance with state / federal regulations, operational effectiveness and performance analysis.
    • Responsible for overseeing Speech Analytics Team, ensuring optimal implementation and execution of speech analytics technology.
    • Knowledgeable of available data and application details to analyze and guide data design needs for business decisions, resolution of issues and validation of solutions.
    • Adheres to Code of Conduct. Serves as a key promoter of Parallon as a service organization which strives to meet and exceed the core values of Parallon and the needs and values of Parallons internal and external clients.
    • Performs other duties as assigned.

    Knowledge, Skills and Abilities

    • Excellent communication (oral and written) skills, particularly in writing practical and data-driven proposals.
    • Strong attention to detail including proven ability to prioritize competing initiatives simultaneously.
    • Analytical and Microsoft Excel skills.
    • Ability to think tactically, persuade stakeholders, and execute methodically.
    • Understanding of call center environments preferred.
    • Experience in related industries a plus (e.g., healthcare, collections, financial, data analytics and processing).
    • Experience with a dialer system required.
    • Experience with SQL and SQL server required.
    • Solid Virtual Agent knowledge; CCAI Dialogflow, CCaaS Voicebot, AWS Virtual Assistant preferred.
    • Experience with data visualization tools like Tableau, Power BI, etc. preferred.
    • Creative, entrepreneurial approach to technology possibilities.
    • Knowledge of hardware and operating systems and ability to work in a distributed environment.
    • Solid troubleshooting techniques with data analytics.
    • Proven ability identifying issues and recommending solutions to others.
    • Able to exercise independent judgement and act on it.

    Qualifications :

    • Bachelors degree in Computer Science, Analytics, Information Systems, Business Administration, Engineering or a related field of study required.
    • Masters degree in Computer Science, Analytics, Information Systems, Business Administration, Engineering or a related field of study preferred.
    • Equivalent relatable experience may substitute degree requirement.
    • 5-7 years of experience in related positions.
    • Healthcare Revenue Management experience is preferred.
    • Contact Center experience is preferred.

    Parallon provides full-service revenue cycle management, or total patient account resolution, for HCA Healthcare. Our services include scheduling, registration, insurance verification, hospital billing, revenue integrity, collections, payment compliance, credentialing, health information management, customer service, payroll and physician billing.

    We also provide full-service revenue cycle management as well as targeted solutions, such as Medicaid Eligibility, for external clients across the country.

    Parallon has over 17,000 colleagues, and serves close to 1,000 hospitals and 3,000 physician practices, all making an impact on patients, providers and their communities.

    HCA Healthcare has been recognized as one of the Worlds Most Ethical Companies by the Ethisphere Institute more than ten times.

    In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.

    Across HCA Healthcares more than 2,000 sites of care, our nurses and colleagues have a positive impact on patients, communities and healthcare.

    Together, we uplift and elevate our purpose to give people a healthier tomorrow." - Jane Englebright, PhD, RN CENP, FAAN

    Senior Vice President and Chief Nursing Executive

    If you find this opportunity compelling, we encourage you to apply for our Director Contact Center opening. We promptly review all applications.

    Highly qualified candidates will be directly contacted by a member of our team. We are interviewing apply today!

    We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

    Last updated : 2024-03-08

  • 16 Days Ago

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Team Leader
  • Our Team
  • Wharton, TX FULL_TIME
  • Team LeaderPOSITION SUMMARY: Responsible, as the first-line operational supervisor, for training and leading team members in consistently delivering an exceptional guest experience, including ensuring...
  • 12 Days Ago

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Team Leader
  • Our Team
  • Richmond, TX FULL_TIME
  • Team LeaderPOSITION SUMMARY: Responsible, as the first-line operational supervisor, for training and leading team members in consistently delivering an exceptional guest experience, including ensuring...
  • 12 Days Ago

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Team Leader
  • Our Team
  • Sealy, TX FULL_TIME
  • Team LeaderPOSITION SUMMARY: Responsible, as the first-line operational supervisor, for training and leading team members in consistently delivering an exceptional guest experience, including ensuring...
  • 12 Days Ago

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Team Leader
  • Our Team
  • Columbus, TX FULL_TIME
  • Team LeaderPOSITION SUMMARY: Responsible, as the first-line operational supervisor, for training and leading team members in consistently delivering an exceptional guest experience, including ensuring...
  • 12 Days Ago

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Team Leader
  • Our Team
  • Pearland, TX FULL_TIME
  • Team LeaderPOSITION SUMMARY: Responsible, as the first-line operational supervisor, for training and leading team members in consistently delivering an exceptional guest experience, including ensuring...
  • 12 Days Ago

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0 Contact Center Team Leader (Includes Selling) jobs found in Pasadena, TX area

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Customer Service Clerk, $20.00 hr
  • R+L Carriers
  • Houston, TX
  • Job Description Customer Service Clerk, Starting at $20.00 hr Full-Time, Monday - Friday, Various Shifts Earn 1 week of ...
  • 3/28/2024 12:00:00 AM

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Houston Call Center Representatives
  • Amazing Exteriors
  • Houston, TX
  • Home " Houston Call Center Representatives Amazing Exteriors of Houston Call Center Representatives About Us Since 1989,...
  • 3/27/2024 12:00:00 AM

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Customer Service Representative/Japanese Bilingual
  • AIG
  • Houston, TX
  • This call center s upport s Japanese students studying abroad and AIG Japans overseas travel insurance customers with an...
  • 3/27/2024 12:00:00 AM

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Customer Service Representative
  • LIGHTHOUSE FOR THE BLIND OF HOUSTON
  • Houston, TX
  • Job Details Job Location Legal Address - Houston, TX Remote Type Optional Work from Home Position Type Part Time Salary ...
  • 3/26/2024 12:00:00 AM

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Special Agent
  • American Express
  • Houston, TX
  • **Description** **You Lead the Way. Weve Got Your Back.** With the right backing, people and businesses have the power t...
  • 3/26/2024 12:00:00 AM

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Patient Access Rep II
  • Common Spirit
  • Houston, TX
  • Overview Baylor St. Luke's Medical Center is an internationally recognized leader in research and clinical excellence th...
  • 3/25/2024 12:00:00 AM

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Bilingual Customer Service Representative
  • Burnett Specialists Staffing & Recruiting
  • Houston, TX
  • Job Description Bilingual Customer Service Representative A non-profit health care system is actively seeking Bilingual ...
  • 3/25/2024 12:00:00 AM

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Inbound Claims Specialist II - Remote
  • 2-10 Home Buyers Warranty
  • Houston, TX
  • Inbound Claims Specialist II - Remote Targeted compensation: $19-$22/hrCompensation commensurate with experience and ski...
  • 3/25/2024 12:00:00 AM

Pasadena /ˌpæsəˈdiːnə/ is a city in the U.S. state of Texas, within the Houston–The Woodlands–Sugar Land metropolitan area. As of the 2010 U.S. Census, the city's population is 149,043, making it the seventeenth most populous city in the state of Texas, as well as the second-largest city in Harris County. The area was founded in 1893 by John H. Burnett of Galveston, who named the area after Pasadena, California, because of the perceived lush vegetation. The Pasadena Volunteer Fire Department is the largest of all volunteer municipal fire departments in the United States. According to the Unite...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Team Leader (Includes Selling) jobs
$68,133 to $94,590
Pasadena, Texas area prices
were up 2.3% from a year ago