• Call Center Manager

    Commonwealth Care Alliance Boston, MA 02133

    Job #2425630263

  • Why This Role is Important to Us

    The Manager, Contact Center is responsible for the operational excellence of all customer service and contact center related functions for both the SCO and One Care Programs, including transportation coordination, member and provider services support. Reporting to the Director, Customer Experience, this position is responsible delivering high-quality customer service support, in accordance with CCA's mission, to all members, patients, providers and internal stakeholders, meeting or exceeding KPIs, leading and executing continuous improvement projects, and representing CCA in key regulator audits and meetings. You will manage several projects as well as supervise staff.

    What You'll Be Doing

    • Self-service lead - Member Portal, Provider Portal, chat, SMS text, chatbots, IVR

    • Oversight and integration of new business in MI, CA and new opportunities

    • Oversight of Off-phone staff - 1 Supervisor and 11 staff

    • Daily management and oversight of call queues, IVR strategy, and project-based reporting

    • Support telephony relationship with Barry Communication

    • Manage 1 st Call Resolution Initiative

    • Support Claims Transformation Project

    • Support Business Continuity Planning

    • Manage the Cyracom translation relationship

    • Managing IT systems escalations with other manager

    • Support hiring process

    • Support CRM implementation and systems

    • Dashboard development

    What We're Looking For

    • Bachelor's Degree preferred or equivalent experience

    • Seven years of customer service experience

    • Project Management skills

    • Excellent communication skills

    • Strong analytical and problem-solving skills

    • Logical and ordered way of thinking

    • Self-driven. Has a vision and drives to it

    • Requires only general strategic guidance

    • Directs a team, or several teams of colleagues through project lifecycles

    • Experience creating both analytical and performance reports

    • Initiates change of direction when problems are detected and provides possible solutions

    • Working knowledge of various technologies is preferable

    • Knowledge of Microsoft Office suite of products

    • Ability to commit to nights and weekends

    • Travel to Boston and local offices for monthly meetings