What are the responsibilities and job description for the Contact Center Manager 250121 position at TDB Communications, Inc.?
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
Minimum of 3-4 years of people management experience in a contact center setting. Health care related environment a plus
Experience in customer service, performance evaluation, and process improvement
Experience with military health program
Several years of healthcare related contact center experience, a plus
Experience in large volume staff training and coaching
Experience working remotely as part of a team including using Microsoft Office Suite, Teams, Zoom, SharePoint, Chat and other digital tools
Skills:
Excellent written and oral communication skills
Strong interpersonal skills with the ability to build relationships at all levels
Proactive, self-starter with the ability to work well in a team environment
Detail-oriented with good organizational skills and capable of effectively prioritizing and multi-tasking
Education:
Bachelor's degree in related field required, or equivalent combination of education, 4 years of relevant work experience in a fast-paced contact center in lieu of degree
Minimum Requirements:
Ability to obtain US Security Clearance
Must be a US Citizen
Ability to work a shift during standard hours of operation which are Monday-Friday from 8AM-11PM EST. Extended hours, weekend and/or holiday hours may be required on occasion.
4 years' experience in customer service, performance evaluation, and process improvement
Must be able to work onsite
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.
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
Minimum of 3-4 years of people management experience in a contact center setting. Health care related environment a plus
Experience in customer service, performance evaluation, and process improvement
Experience with military health program
Several years of healthcare related contact center experience, a plus
Experience in large volume staff training and coaching
Experience working remotely as part of a team including using Microsoft Office Suite, Teams, Zoom, SharePoint, Chat and other digital tools
Skills:
Excellent written and oral communication skills
Strong interpersonal skills with the ability to build relationships at all levels
Proactive, self-starter with the ability to work well in a team environment
Detail-oriented with good organizational skills and capable of effectively prioritizing and multi-tasking
Education:
Bachelor's degree in related field required, or equivalent combination of education, 4 years of relevant work experience in a fast-paced contact center in lieu of degree
Minimum Requirements:
Ability to obtain US Security Clearance
Must be a US Citizen
Ability to work a shift during standard hours of operation which are Monday-Friday from 8AM-11PM EST. Extended hours, weekend and/or holiday hours may be required on occasion.
4 years' experience in customer service, performance evaluation, and process improvement
Must be able to work onsite
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.
