Allcat Claims Service · 2 months ago
Contact Center Manager
Allcat Arizona
Full-time
Onsite
Mid, Senior Level
$66K/yr - $85K/yr
5+ years expAllcat Claims Service is a subsidiary focused on contact center operations, and they are seeking a Contact Center Manager to oversee daily operations and workforce planning. The role involves managing queue performance, scheduling, adherence monitoring, and leading a team to meet service level objectives while driving process improvements.
ConsultingFinancial ServicesInformation TechnologyLegalSoftware
Responsibilities
Queue management: proactively oversee the contact center queues
Scheduling: create and optimize agent schedules for optimal phone coverage, team meetings, training plans, etc
Adherence monitoring: track employee adherence to schedules (breaks, lunches, and other activities)
Produces volume forecasts on a daily, weekly, monthly, and annual basis for multi-function operations
Manage and ensure delivery of real-time plans, ensuring onsite and remote teams meet deliverables and deadlines
Work with onsite and remote WFM teams to provide real-time playbook alignment
Analysis of productivity, occupancy, service levels, call volume, schedule efficiency, and staff trends
Identify inconsistencies in data and partner with teams to investigate and resolve
Leverage data reporting and analytics to identify trends, uncover opportunities, and provide recommendations
Develop and maintain reporting dashboards to improve efficiency and customer experience
React quickly to trends to ensure accuracy and gather feedback
Drive process improvement requirements and ad-hoc WFM projects
Drive efficiency and other related metrics and initiatives
Deliver across all customer KPIs and internal contact center drivers
Stakeholder management: balance internal and external stakeholder needs with business goals
Work with key stakeholders to align and deliver WFM initiatives and priorities
Act as escalation point to resolve real-time support matters
Lead, coach, and develop support staff and supervisors to achieve service level, quality, and productivity goals
Qualification
Required
5+ years of experience in contact center operations, including 2+ years in a leadership or management role
Background in both inbound and outbound contact center operations
Proven ability to lead, motivate, and develop teams in a fast-paced environment
Minimum 1 year experience working with Avaya and CMS Supervisor
Minimum 1 year experience in a workforce management capacity or service contact center environment
Strong analytical skills with experience in reporting, data analysis, and performance metrics
Well-developed problem-solving and decision-making skills
Strong knowledge of Excel
Proficiency in contact center software, CRM systems, and reporting tools
Knowledge of workforce management tools (e.g., RingCentral)
Acquainted with contact center management best practices
Ability to learn and manage multiple systems
Excellent communication and listening skills
Exceptional people skills
Impeccable attention to detail
Company
Allcat Claims Service
Allcat Claims Services is a total solution provider for all insurance claims needs.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Trive Capital Holdings
2022-02-01Private Equity
Leadership Team
B
Bart Hutton
Chairman of the Board
M
Mark Weekley
Business Partner
Recent News
2022-07-25
2022-07-14
2022-02-02
Company data provided by crunchbase