Contact Center Scheduling Manager manages the contact center scheduling staff, activities, and goals. Ensures that staff has the information needed to appropriately analyze, forecast, and schedule work for the contact center. Being a Contact Center Scheduling Manager develops and oversees the scheduling systems, including process, policy, and operating structure. Responsible for the volume of work produced based on scheduling, and ensures operational goals are met regarding resource and budget targets. Additionally, Contact Center Scheduling Manager advanced analytical skills are typically required. Typically requires a bachelor's degree. Typically reports to a director. The Contact Center Scheduling Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Contact Center Scheduling Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
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Benefits:
The Scheduling Training Manager is responsible for coordinating new hire onboarding, training, continuing education, retraining and organizational policy creation for Call Center (CNT, Scheduling, Customer Service). This role is responsible for the organization of training materials/documents and onshore, offshore, on-site training and remote on-going training. The manager will prioritize knowledge transfer, process improvements, improving patient accessibility and reducing patient complaints through better education. The training manager will own all training out put, and partner closely with other call center leaders for shared success.
Process/Training Development (80% of the time):
Training Team Development (20% of the time)
EDUCATION:
EXPERIENCE: