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)
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 :
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 :
Recommend changes to flows and design based on previous results.
Knowledge, Skills and Abilities
Qualifications :
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
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