Call Center Project Manager

Company Overview:

Sentry Health Inc., is a technologically integrated healthcare solutions provider. Its platform helps automate patient engagement and clinical workflows to improve patient outcomes. It operates and manages a network of clinics for primary care and specialties while leveraging its technology to reduce the administrative burden and improve physician well-being.

About the Opportunity:

Sentry Health is looking for a candidate for a full-time position as a Call Center Project Manager. This role requires working closely with the client integration team to execute and manage the patient journey and patient engagement. The client is within the psychedelics industry and the role primarily involves developing, setting up, designing and managing the telephony and call center system.

This role requires one to develop scripts, processes, analytics and teams to handle a growing number of patient engagements as well as managing patient conversion. High level duties require interacting and managing expectations with physicians, clinical staff and client managers to improve patient care.

The ideal candidate not only has a passion for work closely with patients and their needs but also has a continuously expanding standard for patient care and resolution.  The candidate shall launch and expand a 50/50 remote call center operation with accurate analytics and quality assurance. 

Key Responsibilities:

• Day to day management of the respective teams to develop and maintain operational programs to meet business objectives
• Effectively guide and lead the workforce/quality assurance / knowledge management and reporting teams by setting goals, directing their work/outcomes, providing insights, and developing their skills
• Work with a Lead Integration Specialist to define how we can leverage innovative processes, technologies and proven industry best practises to better enable our operations front line and deliver the highest quality services for our clients.
• Possess a strong understanding of key performance metrics and their associated drivers within a contact center
• Monitor performance management of all staff which includes conducting annual performance evaluations, coaching, knowledge and skills development, developing work plans, overseeing attendance management and schedule adherence
• Hire the best staff within the team and monitor staff training to ensure new and existing business enablement support team members can deliver on their role-specific mandates
• Own and implement our patient engagement journey, create a culture of performance excellence through business intelligence initiative implementation, monitoring and continuous improvement.

Work Experience: 5-10 years of leadership experience in a contact centre environment in a business enablement support role (WFM, Business Analytics, Quality and Training). PMO Certification and/or Six Sigma Green or Black Belt Certification would be considered an asset.

Education: Bachelor’s degree in Business or related field.

The Ideal candidate will possess the following qualifications:

• 5+ years experience remotely managing multiple call center locations
• Demonstrate leadership, knowledge and application of industry call centre support processes, standards of practice, policies and procedures, quality improvement processes, and the goals of the organization.
• Provide leadership, mentorship, and coaching to new and existing support staff to help them reach their full potential and meet and/or exceed service objectives and targets
• Ability to motivate and generate enthusiasm to ensure high morale by building a strong and highly productive team.
• Builds and promotes a respectful work environment with employees fostering a climate of transparency, trust and respect. Supports opportunities for learning and growth and encourages staff to live the corporate values.
• A sense of urgency, customer advocacy and drive for results. Can impact people and results remotely; can design practices, processes, and procedures that allow managing from a distance and is comfortable letting things manage themselves without intervening.
• A self-starter with critical thinking, analytical approach, business acumen and decision making. Can anticipate future consequences and trends accurately; has broad knowledge and perspective and can create competitive and breakthrough strategies and plans.
• Assist in the long-term strategic planning and annual budgeting activities for the department.

Other Qualifications:

• Strong problem solving, technical and analytical skills
• Ability to manage multiple projects at one time
• Long term strategic planning and budgeting skills
• Advanced MS Office knowledge and expertise a must – Excel in particular
• Working knowledge of Call Centre Technology such as VOIP, Quality Assurance, and Workforce Management, Ring Central, Hubspot
• A change agent with proven experience in Contact Center Support/Command Center
• Strong analytical skills, presentation, and verbal skills
• Relevant technical knowledge and experience with both data and voice system

Language Skills: Bilingual ability in written and spoken French and English is an asset

Travel: Able and available to travel, as required

Work Remotely: 50%