The Outreach Manager, reporting to the Vice President of Operations, is responsible for fostering the growth and development of multiple teams and manages daily operational performance and development of the Frontline Care Team. Direct supervisory responsibility of front line supervisors. The key objectives for this role are driving account level Operation effectiveness while meeting Transcarent and client expectations on continuous basis. This role will interface with multiple leadership stakeholders and Health Assistants to ensure united delivery on shared operational objectives.

A day in the life…
People Leadership:

• Coaching and Development – build & maintain a highly engaged & high performing operational team
• Ability to accurately assess talent against expectations of the role and cultural engagement
• Drive high employee engagement and retention by maintaining and creating a positive working environment
• Conduct daily/weekly one on one meetings with direct reports as well as skip level meetings to provide guidance and direction, provide updates, and build synergy within team
• Train and develop Supervisors through coaching and mentoring strategies to achieve/exceed customer performance objectives, while maintaining a positive employment environment for Frontline Care Team
• Conduct performance reviews on direct reports

Deliver Operational Service excellence & execution:

• Operational Leadership – Complete accountability of Operational delivery of Customer Account(s)
• Daily Review of client measurable Key Performance Indicators, to ensure monthly performance goals are on target; create any necessary adjustments as required to meet performance goals
• Work alongside Workforce Management to develop and ensure appropriate staffing level requirements are being met and effectively communicated to the Frontline Care Team
• Depth in understanding of trends/themes/issues and analysis; develop, implement, and support operating model through determining trends, and creating mitigation strategies, providing recommendations and outline ownership and next steps. This includes realizing expected results of innovation and new strategies
• Participate in recruiting processes
• Assist in preparing and/or reviewing weekly, monthly, and quarterly monthly account summary reports and/or business performance reviews
• Respond on a timely manner to problems and lead resolution efforts and appropriate corrective action
• Execute a continuous improvement operating model by identifying opportunities, implementing methods to reduce customer costs, and improve operational performance
• Partner and assist the Quality and Training department in identifying training opportunities that support continuous performance improvement and development goals
• Lead and/or participate in cross-functional teams supporting continuous improvement initiatives that improve performance, leadership skills, morale, technology solutions
• Be the point of contact for Supervisors, and Sr. Manager and or leader in their absence

What we are looking for…

• Bachelor’s Degree or equivalent education/experience
• 5+ years of Contact Center management experience within Operations, and/or equivalent combination of education and experience, with extensive experience under the following:
  • Managing a team in a high-touch service environment (preferably/not a requirement with telephonic component and/or healthcare-related)
  • Established analytical thinking skills, observational & communication skills and collaboration. Awareness of customer service level agreements and strategy development, are key drivers of success required
  • Strong data analytics and problem solving skills
  • Strong track record of career development and employee engagement/retention
  • Creating an inclusive and collaborative team environment- see Cultural Cornerstones (below)
  • Driving consistent operational excellence and outlining process improvement initiatives
  • Exhibiting and instilling a growth mindset
  • Strong coaching, planning, and change management skills
  • Excellent communication skills
  • Demonstrated ability to engage and motivate a remote workforce
  • Demonstrated strong leadership, coaching, and mentoring tactics that are utilized daily towards both individual and team goals
  • Demonstrate resilience and adaptation to change in a fast-paced, dynamic environment
  • Professional, self-motivated, enthusiastic demeanor
  • Strong organizational and time management skills