What are the responsibilities and job description for the Contact Center Manager 250121 position at TDB Communications, Inc.?
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers. Using a patient-centric approach, the team will assist callers to navigate and answer TRICARE program benefit questions, update beneficiary demographics in the government system, perform enrollments into the TRICARE program, change the Primary Care provider for the beneficiary and / or family and assist with claim questions. To work on this program, the staff must be able to meet the ADPII Tier 1 government clearance.
Overview
Lead an effective and cohesive team to ensure consistent delivery of the assigned program with exceptional customer service. Support the Contact Center Program Manager in developing and refining operational policies and procedures.
Essential Duties and Responsibilities
- Provide supervision, development, and feedback to staff to assure quality, productivity, attendance and timeliness of work completion and departmental goals
- Establish and enforce work procedures and standards to improve efficiency and effectiveness of assignment
- Provide subordinates with timely updates on all issues regarding quality, training, policy, procedures, program updates, staff issues, case determination and grievance activity
- Perform live call quality monitoring to provide feedback to staff, identify trends and learning opportunities
- Maintain effective interdepartmental relationships and frequent interaction with subordinate employees, customers, and / or functional peer group managers
- Receive assignments in the form of objectives and determine how to use resources to meet the goals
- Comply with HIPAA (Health Insurance Portability and Accountability) privacy rules
Experience
Skills :
Education :
Minimum Requirements :
About TDB
TDB Communications, Inc. is an 8(a) minority owned, service-disabled veteran-owned small business (SDVOSB). We support government agencies with a scalable workforce, program management, and information processing solutions.
Since 1999, we have deployed thousands of employees for 70 agencies in 30 states. We’ve have proven our ability to serve the government with the highest levels of quality and productivity.
Reasonable Accommodation
If you require alternative methods of application or screening, you must approach the employer directly to request this. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and / or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.
EEO Statement
TDB Communications, Inc. is an Equal Opportunity Employer. All employment decisions at TDB are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and / or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.
Texting Notice
We communicate with applicants by text in addition to email and phone. If you apply for this position, we may text you about this position, your application for the position or other things relevant to this job position. If we text you and you no longer want us to text you, you can opt out at that time.
