TeleTech Holdings, Inc
Duluth, GA, United States
May 21, 2020
Sep 03, 2020
Seasonal Healthcare Consumer Engagement Manager','02OM8','Manager','!*!
Job Code: CSTMPM3Temporary Healthcare Consumer Engagement Manager
TTEC is seeking a seasoned Temporary Manager, Operations
Service Delivery, to join our Healthcare Sales and Service team.
We help bring technology and human connections together to deliver
amazing customer experiences every time. We need you- our next Service Delivery
Manager - to help us continually find ways to exceed customers' needs and build
the relationships that keep them delighted and loyal!
Who We Are:
TTEC is a pioneer in customer experience, engagement and growth
solutions. Our 40,000 employees serve customers in more than 80 countries
and 50 languages across social, mobile, and digital channels. We utilize
a holistic approach, applying solutions from our four customer experience
segments—Consulting, Technology, Care and Growth—to help companies provide an
amazing experience to their customers, inspire customer loyalty, and grow their
business. Our employees live by a set of customer-focused values that guide
relationships with clients, their customers and each other.
Our Care organization utilizes an integrated platform of people,
process, and technology leveraging more than 30 years of best practices to
build customer value. Simply put, our Care team has a legacy of
The Senior Manager, Service Delivery is a key part of this
team, and will impact our global operation as part of a world class team of
· Responsibilities include,
but are not limited to:
· Site-level sales operations
management contact between TTEC and client
· Manage the day-to-day
activities of supervisors and support staff.
· Evaluate current and
proposed systems and procedures.
· Drive high-performance
sales, compliance and consumer experience standards and outcomes.
· Recommend changes when
· Assist in implementation of
· Collaborate actively and
fully with UHS onsite and offsite staff.
· Execution of the client
Telesales Franchise Model to include instilling the client culture within your
· Highly visible and engaged
on the floor inspecting and motivating performance.
· Work as the conduit to
ensure all functional areas are communicating and working together.
· Expected to have flexibility
to work over forty hours and be available during all hours of site operations
(to include nights and weekends).
· Responsible for managing
and/or delegating the Consumer/Agent Experience requirements of the client
· Responsible for managing
sales related activities and staff.
· Operations Manager will
interact with client Vendor Sales Management daily to continually assess
performance and adjust as necessary.
· Operations Manager will be
held accountable for but not limited to Telephonic Enrollment (MAE), Positive
Outcome, Quality Pass Rate, Average Handle Time metrics, and UES/NPS Survey
· Ensure client CommPoint
plan is being executed.
· Ensure training classes are
operating as planned and inspect any logistical issues, ensure curriculum is
being followed, and in general stay connected with progress.
· Instill the client culture
and mission within leadership and staff to help our consumers live a heathier life.
· Ensure adequate management
coverage during hours outside of the core hours. Agent to Coach/Supervisor
levels must be maintained during night/weekend hours.
· Operations Manager is
required to attend the following calls:
Daily Bridge – hosted by client
Touch Base – hosted by Operations Manager
· This position must have
authority and autonomy in decision making from an operational perspective. This
role needs to understand how to navigate the Vendor organization. This
individual must have the ability to manage multiple priorities and be flexible
to change in a fast paced environment.
· Values accountability.
· Ability to interact with other functional areas and make sound business
decisions based on business need.
· Ability to show transparency when opportunities present themselves.
· Ability to support and instill the client Mission and Culture.
Self-motivated and high energy with the
ability to lead and motivate a large group of individuals to achieve sales success with a focus on
providing world class consumer experience.
· Call center management
Knowledge of Consultative Selling Process and ability to drive sales
General knowledge of Medicare.
General knowledge of telesales Agent/Representative role and
Ability to lead and motivate a large group of individuals to achieve
sales success with a focus on providing world class consumer experience.
Lead Everyday - Do the Right
Thing - Reach for Amazing - Seek First to
Understand - Act as One - Live life
Notice to external Recruiters and Recruitment Agencies: TeleTech does not accept
unsolicited headhunter and agency resumes. Headhunters and recruitment agencies
may not submit resumes/CVs through this web site or directly to any employee.
TeleTech, and any of our subsidiaries, will not pay fees to any third-party
agency or company that does not have a signed agreement with TeleTech.
Employment Requirements: TeleTech requires all
employees hired in the United States to successfully pass a background check
and depending on location and client program a drug test, as a condition of
employment. TeleTech is an Equal Opportunity Employer. All qualified applicants
will receive consideration for employment without regard to race, color,
religion, sex, sexual orientation, gender identity, national origin,
disability, or protected veteran status.
','Operations / Business Support','US-GA-Duluth','','Seasonal Healthcare Consumer Engagement Manager