Full-Time
Assistant Manager of Contact Center Operations
Confirmed live in the last 24 hours
Medicaid-funded in-home caregiver program
Compensation Overview
$65,000 - $80,000Annually
Mid
New York, NY, USA
- 4+ years of leadership experience in managing, coaching and developing people leaders
- Bachelor's degree in a relevant field
- Proven experience managing a team in a customer centric or call center environment with a focus on client relations
- Proven experience in leading, coaching, and mentoring individuals, enabling growth and development
- Demonstrated ability to partner with Workforce Operations in managing capacity and schedule adherence, leveraging WF Technology and applying appropriate terminology
- Experience leading a team through change successfully, using situational coaching skills & emotional intelligence; ability to absorb change quickly and understand the impact
- Strong organizational and problem-solving skills, with a solution-centric perspective
- Excellent communicator with the ability to effectively cascade information across different levels/audiences
- Ability to manage projects by partnering with multiple stakeholders to deliver results
- Analytical mindset; Will be data driven and leverages metrics to analyze, performance, targets and goals
- Ability to work independently, be self-motivated and detail-oriented with the ability to handle multiple projects and tasks based on business priorities
- Ability to motivate other people leaders to meet and/or exceed departmental targets or metrics
- Strong prior experience with CRM and other workforce tools (i.e., Medflyt or HHAX, Verint, Observe AI)
- Bilingual in English and Spanish, or other languages desired
- Experience in fast growing health care environment
- Drive the performance of Care Team Leads and their teams
- Create a positive working environment that fosters exceptional customer service
- Serve as a point of contact to help resolve escalated or complex issues
- Build and maintain strong relationships with staffing partners to ensure customer satisfaction and quality control
- Prepare and assess team productivity and quality metrics
- Prepare reports, monitor workflows, and analyze call center data
- Hire, train, coach, and customer service employees and leads
- Lead effective and productive team meetings
- Demonstrate a commitment to customer service
- Offer new ideas and suggestions for improvement
- Complete ad hoc assigned tasks and projects accurately and efficiently with minimal oversight
- Manage employee documents, maintain confidentiality, protect sensitive information or data
- Lead with integrity, consistency, and fairness
- Seek to understand and embrace the business and Care Operations strategic direction
FreedomCare excels in offering a unique in-home care model funded by Medicaid, which empowers patients by letting them select their own caregivers from among friends or family. This approach significantly lowers hospitalization rates and caregiver turnover, establishing a nurturing and stable work environment. The company's commitment to instant pay also underscores its dedication to respecting and valuing its employees’ contributions, making it a compelling workplace for those in the caregiving sector.
Company Stage
N/A
Total Funding
$75K
Headquarters
North New Hyde Park, New York
Founded
2016