CALL CENTER MANAGER- HEALTHCARE DIVISION

**DESCRIPTION**

Connextions is a full service contact center offering telephone, email and mail based support for Fortune 500 clients and their customers.   Due to new site expansion and explosive growth Connextions has an immediate opening for a Call Center Operations Manager- Healthcare Client Relations.  Responsibilities include:  Ensures attainment of internal and external key performance indictors on a daily, weekly and monthly basis.

Provides leadership and guidance to assigned Supervisors to ensure the Connextions team develops and executes tactical business plans.

Is responsible for daily analysis of business and client results to ensure Connextions and their clients’ business objectives are met.

Is responsible for staffing and hiring of all assigned operations positions.

Is responsible for the smooth implementation of all change control in the Operations department.

Provides daily analysis of results for all assigned Connextions and client processes and is responsible for making recommendations on program enhancements to appropriate Account Management and Operations leadership.

Is responsible for evaluating process flows and service delivery through continuous quality management.

Educates, motivates, leads, guides and directs all assigned Supervisors and representatives.
Monitors calls and provides feedback to Supervisors and Representatives based on observations.

Monitors and tracks employees for progress against internal and external objectives.

Has P&L responsibility for assigned clients ensuring attainment of revenue and cost budgets **REQUIREMENTS**

**Must have Hospital, Clinical, Pharmaceutical, or RN's experience and comprehensive knowledge of healthcare practices within the state of Florida.

**Minimum of 5 years experience managing in call center environment.


**Expert problem-solver. Sorts through complex issues and conducts comparative analysis of multiple solutions.

**Experience relaying sensitive information to appropriate parties. Keeps clients, superiors, peers, and direct reports updated based on their information needs.

**Is a compelling and articulate speaker in a variety of settings. Easily adjusts the message to match the audience.

**Consummate people skills. Demonstrates talent at interacting effectively with all types of people.

**Successfully manages people to achieve performance goals. Excellent people management skills including resolving conflict, coaching and developing others, promoting teamwork, and performance management.

**Experience with process improvement methodologies to improve capacity, productivity, and cost. Committed to continuous improvement.
Designs and manages processes to monitor progress and to maximize performance.

**Computer literacy with Windows operating system.

**BA/BS or equivalent experience.