Contact Center Manager

Posted on Support

COMPANY INFORMATION:

Grow Therapy is on a mission to serve as the trusted partner for therapists growing their practice, and patients accessing high-quality care. Powered by technology, we are a three-sided marketplace that empowers providers, augments insurance payors, and serves patients. Following the mass increase in depression and anxiety, the need for accessibility is more important than ever. To make our vision for mental healthcare a reality, we’re building a team of entrepreneurs and mission-driven go-getters. Since launching in February 2021, we’ve empowered over 10 thousand therapists and hundreds of thousands of clients across the country and insurance landscape. We’ve raised over $100mm of funding from Transformation Capital, TCV, and SignalFire.

JOB DESCRIPTION:

We are looking for an organized, strategic thinker who is excited to elevate our contact center performance through channel optimizations (Call/Chat) and staffing optimizations. You’ll focus on improving our conversion and helping us invest in the right processes to run a high quality, revenue generating Contact Center as we scale.

Key areas of focus include:

Drive increased revenue through higher efficient and output of the contact center team
Manage and participate in QA process and coach team leads and agents to ensure high quality execution
Directly manage team leads and senior agents, and oversee team practices for performance, trend review, and weekly debriefs
Evaluate channel performance and review agent level dashboards to improve employee management
Improve scheduling plans to handle high and low volume times in order to increase booking efficiency
Maintain and report metrics on overall and agent level performance
Work cross functionally with the Growth Team to ensure we are investing in the right sources and channels

You’ll Be a Good Fit If:

You have several years of full-time professional experience working in a call center that was responsible for generating revenue and/or closing deals
You have a keen eye for detail and understand how minute data points aggregate into trends
You are comfortable analyzing user data to recommend process improvements
You have strong opinions on how different mediums (text, call, chat, email) can serve different channels to improve conversion
You have seen the show in what it takes to manage and scale a successful contact center and are excited to build

About Company

Grow Therapy

Job Information

Status: Open Job type: Full Time Salary: Negotiable Publish date: 17 Sep 2023

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