Substance Use Disorder Technician in Call Center management of behavioral health treatments. Ensuring appropriate levels of substance use care and facilitating treatment authorization processes.
About the role
- Contact Center Operation Supervisor overseeing sales operations and customer care for Public Group's Contact Center team. Enhancing efficiency and guiding team leaders to improve customer journeys.
Responsibilities
- Take full responsibility for managing the Contact Center support team.
- Oversee Contact Center sales operations.
- Ensure the Contact Center team maintains high customer care performance by fully implementing policies, procedures, and best practices.
- Collect, analyze, and evaluate KPIs to monitor CSRs’ performance and ensure an excellent customer experience.
- Provide daily guidance and communication to employees to ensure timely, efficient, and knowledgeable resolution of customer cases and complaints.
- Lead the Customer Support team by delegating responsibilities, assigning tasks, and following up on progress.
- Identify and implement process improvements to enhance the customer experience and increase operational efficiency.
- Guide and support Team Leaders in designing, evaluating, and optimizing customer journeys to reduce customer effort and deliver high-quality interactions.
Requirements
- Proven experience in a leadership role within a Contact Center.
- Knowledge of key performance indicators (NPS, First Time Fix, Service Level, Abandoned Call Rate, FCR, Utilization).
- Experience in sales and achieving targets.
- Financial awareness and compliance with OPEX budgets.
- Strong leadership, communication, and team development skills.
- Analytical mindset with the ability to optimize processes.
Benefits
- 💼 Competitive compensation & benefits package
- 💰 Performance-based bonus scheme
- 🧑⚕️ Comprehensive life & health insurance
- 🏡 Flexible hybrid working model – to support your work-life balance
- 🧡 Psychological support via a professional helpline for you and your family
- 🚀 Career growth opportunities in a role that evolves with you
- 🎉 Valuable experience in a well-known and fast-growing organization
- 📚 Continuous learning and upskilling through tailored programs
- 🏃🏽♂️ Employee Wellness Program – office Pilates & sports teams (padel, football, volleyball & more)
- 🚗 Alternative transportation with company shuttle buses to our offices
- 📲 Exclusive access to our employee app, OrangeGen, packed with tools, news & perks
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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