We are seeking a motivated and experienced Inbound Contact Center Lead to oversee the daily operations of our inbound customer service department. The successful candidate will manage a team of Patient Experience Team Leads, driving operational excellence and ensuring the highest standards of customer service. This role requires strategic planning, performance management, and the ability to act as a key liaison between the contact center and senior leadership. The ideal candidate will provide insights, report on performance metrics, and align the contact center's goals with Montu’s overall objectives.
Duties and Responsibilities:
- Oversee and manage a team of Patient Experience Team Leads.
- Implement strategies to improve contact center performance and foster a culture of continuous improvement.
- Provide training, coaching, and conduct performance appraisals for direct reports.
- Identify and address priority issues affecting service delivery.
- Maintain high team performance and engagement.
- Advocate for continuous improvement and maintain patient satisfaction at the core of all decisions.
- Ensure exceptional patient experience and collaborate with the Operations Manager on initiatives to improve satisfaction.
- Work with other departments to address operational challenges.
- Analyze contact center data, prepare reports on KPIs, and provide insights to senior leadership.
- Use data-driven decision-making to enhance operations.
- Perform additional duties as required.
