Sr. Manager, Business Operations (Contact Center)

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The University of Miami /UHealth Department of UHealth Connect has an exciting opportunity for a full time Manager, Contact Center to work remotely. The individual in this position is part of the UHealthConnect Contact center and as a key member of our Contact Center Operations team, the Manager will support optimal functioning of systems and processes as we work to enhance patient satisfaction, improve patient clinical outcomes through timely appointments and maximize contact center operations for their respective specialty areas. The Contact Center Manager will manage, lead, and inspire contact center staff, and will support their team supervisors through mentorship, coaching and benchmarking. This role is responsible for process improvement and productivity enhancements by using data and feedback from leadership, clinical contacts, and intra-departmental support teams: Physician Logistics, Workforce Management & Quality Management and Training. The individual in this position is responsible for overseeing a team of contact center supervisors and their direct report agents. Teams typically include up to 50 agents per supervisor ratios and the main function of contact center teams is to provide timely access to healthcare services and patient registration for the University of Miami Health System. Success in this position requires the ability to manage, motivate and encourage team members through positive communication and feedback. It also requires strong critical thinking, effective communications, and problem-solving skills to navigate a complex medical institution and drive patient centric service.