Contact Center Manager

About us

LifeMD is a leading provider of virtual primary care committed to enhancing access to quality and affordable virtual and in-home healthcare. Catering to a wide range of health needs, LifeMD covers over 200 conditions, including primary care, men’s and women’s health, allergy & asthma, and dermatology. The company operates a vertically-integrated proprietary digital care platform, backed by a 50-state affiliated medical group and a US-based patient care center. LifeMD was recently ranked #166 in the 2023 Deloitte Fast 500.

About the role

We are looking for an experienced Contact Center Manager who will play a pivotal role in ensuring the success of our contact center performance. The ideal candidate will be passionate about leveraging data-driven insights to optimize processes, enhance efficiency, and elevate patient experiences. The Contact Center Manager will be responsible for overseeing the performance of each of our contact center teams, setting clear expectations, and holding team members accountable for achieving and surpassing key performance indicators (KPIs). This role will be responsible for improving sales conversion metrics and enhancing patient satisfaction while maximizing employee engagement and productivity.

Responsibilities

• Utilize data analytics to identify areas for improvement within the contact center operations. Develop and recommend strategies to enhance efficiency and effectiveness to senior leadership
• Establish and document clear performance expectations for Team Leads and their direct reports
• Implement performance management processes to provide regular feedback, coaching, and training to contact center staff, fostering a culture of continuous improvement
• Author and discuss employee performance appraisals; address employee performance and corrective action plans
• Lead and motivate contact center teams to achieve and exceed sales targets, patient satisfaction goals, and productivity metrics
• Leverage data analytics tools and methodologies to analyze campaign performance, agent productivity and effectiveness, patient satisfaction scores, and operational KPIs. Generate actionable insights and recommendations to increase productivity, improve service quality, and decrease response times
• Collaborate with sales, marketing, technology, and operations departments to ensure alignment and optimize patient experiences
• Stay updated on industry trends, best practices, and emerging technologies in healthcare and contact center management. Identify and recommend relevant innovations to senior leadership
• Provide weekly, monthly and quarterly updates to leadership on call center performance, trends, and improvement initiatives

Requirements

• Bachelor's degree in business administration, healthcare management, or related field. Relevant work experience may be considered in lieu of education requirements
• Minimum of 3 years of experience in contact center management, preferably in a healthcare or high-volume sales environment
• Proven track record of using data-driven insights to improve operational performance and enhance customer and patient experiences
• Exceptional leadership and interpersonal skills, with the ability to effectively motivate and align team and individual goals
• Excellent verbal and written communication skills. Able to communicate effectively at all levels of the organization
• Demonstrated ability to multitask, prioritize, and manage time efficiently in a fast-paced environment with multiple projects and/or deadlines
• Strong problem-solving and decision-making skills, with the ability to handle complex patient issues and resolve conflicts
• Strong analytical skills with proficiency in data analysis, interpretation, and report generation
• Commitment to upholding the highest standards of integrity, professionalism, and compliance with regulatory requirements

Benefits

• Salary Range: $75,000-$90,000
• Rotating Weekend Shift (Monthly)
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation & Public Holidays)