Contact Center Manager - SME at ASM Research

United States

<p>Assists the Director of Contact Center Operations to effectively manage the contact center and provides direct supervision and leadership to Contact Center Supervisors.</p> <ul> <li>Monitors quality and performance in accordance with defined SLAs and metrics, and supports performance improvement via training, coaching, consultation, and facilitating peer-to-peer learning forums.</li> <li>Serves as first level of response for issues requiring escalation by the Triage Supervisors (e.g., contacts indicative of potentially harmful incidents and/or requiring mandated reporting, crisis, participant dissatisfaction)</li> <li>Reviews and approves shift schedules to ensure adequate coverage and most effective, efficient use of Contact Center Triage Consultants</li> <li>Possesses strong customer service skills, knowledge of Contact Center operations, and knowledge and understanding of military lifestyle</li> <li>Delivers coaching and feedback to supervisors, and completes performance reviews according to company and organizational guidelines</li> <li>Collaborates with the workforce management team to create and distribute contact center data and metrics to Military OneSource Leadership</li> <li>Energizes and motivates employees, as well as reinforces quality and customer service standards</li> <li>Oversees functions of Customer Contact Center to include assigning staff shifts and schedules and ensures all issues are properly documented and effectively resolved</li> <li>Participates in staff meetings and clinical conferences. Acts as a liaison between staff and other management and leadership to communicate performance, results, ideas and solutions</li> <li>Acts as mentor for Triage Supervisors</li> </ul> <p> </p> <p><strong>Minimum Qualifications</strong></p> <ul> <li>Master's degree in mental health-related field</li> <li>Current, unrestricted state Licensure granting authority to provide counseling services as an independent practitioner in respective field required. Certified Employee Assistance Professional (CEAP) preferred.</li> <li>Minimum 15 years' experience in mental health-related field with minimum of 5 years' experience in supervisory or leadership position in a call/contact center. Minimum of 3 years full-time post-licensure counseling experience and demonstrated current counseling and supervisory competence preceding employment with the Military OneSource Program.</li> </ul> <p> </p> <p><strong>Other Job Specific Skills</strong></p> <ul> <li>Must be a U.S. Citizen and fluent English speaker. Fluency in Spanish preferred.</li> <li>Knowledge of mandated procedures for child and elder abuse situations</li> <li>Familiarity in core services areas of child development, parenting, adoption, education, and service for older adults</li> <li>Exceptional written and verbal communication skills</li> <li>Solid working knowledge of computer software (Microsoft Office business suite to include Outlook, Word, Excel, PowerPoint, and Project)</li> <li>Excellent organization and time management skills</li> <li>Comply with all HIPAA regulations</li> <li>Ability to obtain a Public Trust clearance</li> </ul> <p> </p> <strong><span>Qualifications</span></strong> <p><strong>Compensation Ranges</strong></p> <p>Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.</p> <p> </p> <p><strong>EEO Requirements</strong></p> <p>It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.</p> <p>All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.</p> <p> </p> <p><strong>Physical Requirements</strong></p> <p>The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.</p> <p> </p> <p><strong>Disclaimer</strong></p> <p>The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.</p>