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VP - National Contact Center

Burlington, NC, USA | LabCorp

  • Industry:
    Healthcare - Hospitals
  • Position Type:
    Full-Time
  • Functions:
    General Management
    Operations / Production
  • Experience:
    10-12 years
Job Description:
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LabCorp is currently seeking a Vice President of National Contact Center. This position is responsible for the strategic planning and execution of all Contact Center operations. Core duties include management and leadership of processes for continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, coaching and training. Performance metrics include call efficiency, low abandonment rate, high conversion rates, staffing utilization, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge and skills.


The Vice President's success is measured by the organization's ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics. The leader in this role actively contributes to the overall success of the company including operational targets as well as daiy business decisions.


Primary Responsibilities


The Vice President of the Contact Center executes the vision for the operation; insuring the Call Center meets customer and organizational needs. The successful Vice President continually engages in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.

Creates standard operating procedures for National Contact Centers. Evaluates and recommends the latest technology and solutions to drive optimization and desired outcomes.

Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development.

Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call. Leads a team of Contact Center Managers/Business Leads to drive employee engagement.

Ensures business continuity through activation of established Disaster Recovery Procedures across contact center teams during emergency situations such as weather events, power outages, etc.

Implements and maintains effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance.

Facilitates annual Contact Center Summits across the enterprise involving EBU, RCM and Clinical Teams.

Establishes and facilitates "Voice of the Customer" programs across the enterprise.

Serves as a resource for Acquisitions and Integrations related to Contact Center recommendations and proposals.

Evaluates the establishment of a Laboratory Patient Contact Center, to include calls, patient feedback, website inquiries, etc.

Partners with appropriate business units to include Corporate QA, Compliance, HR, Legal, Marketing, Media and Investor Relations, IT, S&T and Laboratory Managers to establish procedures and processes and resolve issues and concerns that impact customers and patients.

Requirements

License/Certification/ Education: Bachelor's Degree and 10+ years' experience in an appropriate field required. Master's Degree preferred with preference in Business Administration or Healthcare Administration. Minimum 5-7 years of experience leading large teams.


Knowledge|Skills|Abilities


Proven success in leading a large Contact Center in the healthcare industry

Effective leadership and analytical skills including working knowledge of staffing models and scheduling

Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience

Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations

Strong negotiation, interpersonal, written and oral communication skills

Computer skills: Must be proficient in Microsoft office suite


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