Contact Center Manager, RN

Job description

Thank you for considering Progyny! Progyny is looking for a Contact Center Manager who will be responsible for managing multiple supervisors, ensuring the achievement of service-level targets, operational efficiency, inventory management and overall customer satisfaction. This role involves planning, team development, and performance management. What you'll do... Manage the day-to-day operations of the contact center, ensuring that all member impacting processes and procedures are optimized . This individual will be leading both Clinical and non-clinical team members Develop and implement strategies to improve productivity, member satisfaction, and operational efficiency Communicate a clear and consistent message regarding departmental goals and company policies to produce desired results Support training and development initiatives for all contact center agents Analyze contact center data and generate reports for senior management on performance metrics Work closely with other departments to enhance cross-functional processes and resolve customer-related issues Drive continuous improvement initiatives within the contact center Attend and serve as a liaison in Member Services impac...