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Job Details

Seasonal Healthcare Consumer Engagement Manager

Company name
TeleTech Holdings, Inc

Location
Duluth, GA, United States

Employment Type
Full-Time

Industry
Manager

Posted on
May 21, 2020

Valid Through
Sep 03, 2020

Apply for this job






Profile

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

success.  

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

professionals.

 

Job Responsibilities:

·       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

necessary.

·       Assist in implementation of

new processes.

·       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

site.

·       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).

 

Expectations:

·       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

Results. 

·       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:

o  

Daily Bridge – hosted by client

o  

Touch Base – hosted by Operations Manager

 

Skill Set:

·       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.  

·      

Values competition.

 

Competencies:

·       Call center management

knowledge.

·      

Knowledge of Consultative Selling Process and ability to drive sales

results.

·      

General knowledge of Medicare.

·      

General knowledge of telesales Agent/Representative role and

responsibilities.

·      

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

Passionately

 

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

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