Customer Experience Support and Logistics Manager

Are you excited to step into a complex world that requires a blend of mind, heart and flexibility? We at CareOregon have been strengthening communities since 1994 by making health care work for everyone. As a nonprofit health plan largely focused on Oregon’s Medicaid population, we find fulfillment in supporting the underserved.

General Statement of Duties

The Customer Experience Support and Logistics Manager is responsible for CareOregon’s contact center customer experience support functions and optimizing analytics and performance. The position manages quality assurance, workforce management, training and development, knowledge management and related analytics and logistics functions. In collaboration with Customer Experience leadership, this role ensures that service levels and quality targets are effectively reported and assessed, and contact center staffing is optimized. This role is also responsible for proactively looking for ways to improve the customer experience and contact center operations.

Essential Position Functions

Operations Management

Develop and manage CareOregon’s contact center support and logistics functions.
Develop and execute operational improvements.
Manage operational programs related to quality assurance, issue resolution and process improvement.
Ensure contact center quality, service, efficiency and financial targets and performance are effectively monitored, reported and positioned for success.
Optimize system components and workflows.
Identify and launch new support channel technology.
Design and develop optimized workforce management plans in support of customer experience strategies.
Lead staffing effectiveness by conducting needs assessments, performance reviews, and capacity planning; collaborate with Human Resources on cost/benefit analyses.
Recommend and implement new processes and procedures to better support staff in achieving goals.
Develop and implement programs that enhance employee motivation and maintain a positive work environment.
Oversee the team’s work to build and analyze reports and other documentation, identify trends and implement improvements to reduce escalations, increase efficiency and enhance the contact center’s overall performance.
Attain contact center performance measurement goals related to quality, service level and customer satisfaction.
Serve as liaison to other departments to gather requirements and implement customer service initiatives in support of partner products and services.

Systems and Reporting Management

Design and develop systems including the Customer Relationship Management (CRM) system, channel workflows, contact and skills-based routing and quality management systems.
Support technology and business systems development related to analytics, logistics, quality assurance, workforce management, training and development, and knowledge management.
Ensure effective systems collaboration with the Information Services team.
Plan and prioritize activities to ensure that the completion of projects and initiatives are on time and on budget while meeting performance metrics.
Recommend, source and manage key vendor relationships including, setting objectives and evaluating contract Key Performance Indicators (KPIs).
Lead and/or participate in performance improvement projects and initiatives.
Manage contact center operations budget including planning, reporting, and initiating changes for contact center operations.
Create and deliver business cases for executive leadership.
Establish and maintain cross-organizational relationships that align with company goals.

Management and Leadership

Train, supervise and evaluate performance of assigned staff.
Provide staff with the training, mentoring and resources necessary to carry out their work.
Ensure adherence to department and organizational standards, policies and procedures.
Ensure performance goals, expectations and standards are clearly understood by supervised staff.
Evaluate employee performance on an ongoing basis; take appropriate corrective action if needed.
Perform human resource functions in collaboration with Human Resources.

Essential Department and Organizational Functions
Propose and implement process improvements.
Meet deadlines for completion of workload.
Maintain agreed upon work schedule.
Demonstrate cooperation and teamwork.
Provide cross-training on specific job responsibilities.
Meet identified business goals that contribute to departmental goals.
Perform other duties as needed.

Knowledge, Skills and Abilities Required
Strong knowledge of customer experience and contact center services
Ability to provide leadership in the areas of customer experience performance management
Ability to support and provide leadership for multiple sites and lines of business
Understanding of workforce management, training programs, forecasting and performance management
Understanding of process improvement, quality assurance, technology, analytics and reporting processes
Ability to manage vendor relationships in technology and consumer service sectors
Skill in leading teams and creating and executing plans in a metrics-driven environment to achieve desired results
Excellent interpersonal skills
Ability to effectively collaborate with a team that interfaces with both internal and external customers in relation to broad and complex product offerings
Ability to achieve a high degree of success in motivating teams toward a common goal
Skill in planning and resource oversight
Strong spoken and written communication skills
Ability to understand complex issues and explain them to non-technical employees in a way that they can grasp
Ability to tell a story through data to influence and manage up
Desire to connect with the customer and understand how to make the customer experience great
Ability to motivate through organizational change
Ability to effectively manage projects including the evaluation of work at each stage of development
Ability to effectively collaborate with leadership, cross-functional teams, co-workers, internal and external stakeholders, and others
Ability to optimize, scale and implement new customer experience solutions that engage, educate, provide language access and promote self-service for members and providers
Ability to work in a dynamic environment requiring frequent adjustment to changing priorities
Ability to work effectively in an environment with diverse individuals and groups

Physical Skills and Abilities
Lifting/Carrying up to 10 Pounds

Pushing/Pulling up to 0 Pounds

Pinching/Retrieving Small Objects

Crouching/Crawling

Reaching

Climbing Stairs

Repetitive Finger/Wrist/Elbow/

Shoulder/Neck Movement

1-3 hours/day

0 hours/day

0 hours/day

0 hours/day

0 hours/day

0 hours/day

More than 6 hours/day

Standing

Walking

Sitting

Bending

Seeing

Reading

Hearing

Speaking Clearly

0 hours/day

0 hours/day

0 hours/day

0 hours/day

More than 6 hours/day

More than 6 hours/day

More than 6 hours/day

More than 6 hours/day

Cognitive and Other Skills and Abilities

Ability to focus on and comprehend information, learn new skills and abilities, assess a situation and seek or determine appropriate resolution, accept managerial direction and feedback, and tolerate and manage stress.

Education and/or Experience

Required:

Minimum 5 years’ experience in contact center operations, leading operations and/or support functions
Minimum 2 years’ experience managing people

Preferred:

Experience leading analytics and workforce management teams
Experience leading Medicaid managed care and Medicare member and provider service departments
Experience with customer service operations for dental, transportation, behavioral health, or pharmacy benefits

Working Conditions

Environment: This position’s primary responsibilities typically take place in the following environment(s) (check all that apply on a regular basis):
☒ Inside/office ☐ Clinics/health facilities ☐ Member homes

☐ Other_________________________________________

Travel: This position may include occasional required or optional travel outside of the workplace, in which the employee’s personal vehicle, local transit, or other means of transportation may be used.
Equipment: General office equipment
Hazards: n/a

Candidates of color are strongly encouraged to apply. CareOregon is committed to building a linguistically and culturally diverse and inclusive work environment

Veterans are strongly encouraged to apply.

Equal opportunity employer. This company considers all candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Position Description »