Assistant Manager of Contact Center Operations (Care)

Started in 2016, FreedomCare is a Healthcare company that is innovating and revolutionizing the way home care is delivered.  We bring dignity and support to patients needing care in their homes and to the caregivers who care for them.  We’re the largest consumer-directed home care agency in NY State, and are continually expanding our areas of focus  including operations in other states and tech-based innovations.  

We pride ourselves on our values which drive the level of care that we deliver to our patients:

• Here For You (An attitude of service, empathy, and availability)
• Own It (Drive and ownership)
• Do the Right Thing (High integrity)
• Be Positive (Great attitude and a can-do positive approach to challenges)

Join our team and make a positive impact on the lives of others!  We are looking for an Assistant Manager for our Care team.

This is a remote role with potential travel into the FreedomCare hub closest to you for meetings and/or collaboration.

Department & Position Overview:

The Assistant Manager of Care is responsible for developing multiple effective, high-performing teams providing exceptional customer service to our patients and caregivers. This role will collaborate closely with an existing team of Assistant Managers on the daily within Care Team operations to ensure consistency among teams.  

Every Day You Will:

• Drive the performance of Care Team Leads and their teams by delivering an inspiring vision, monitoring and assessing performance, building a culture of accountability, providing consistent communication, and giving effective feedback
• 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 to ensure that the team is meeting standards of service as well as departmental and company goals
• Prepare reports, monitor workflows, and analyze call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Hire, train, coach, and customer service employees and leads
• Lead effective and productive team meetings, asking questions to ensure Team Leads are educating and coaching workers appropriately regarding processes and practices and properly explaining expectations to employees
• Demonstrate a commitment to customer service; anticipates, meets and exceeds expectations by solving problems quickly and effectively; making customer issues a priority
• 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

 Requirements for the role: 

• 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

Ideal Candidate Will Possess:

• 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 oth