AbleTo is the leading provider of high quality, technology-enabled behavioral health care. AbleTo believes that everyone deserves access to high quality care, and offers a suite of technology-enabled services to empower people to lead better lives through better mental health. A proprietary platform connects individuals with AbleTo highly trained licensed providers who deliver weekly sessions by phone or video supported by an integrated digital experience. Members also have access to mental health coaches, and digital support programs. Clinical best practices are leveraged across all services to ensure individuals are getting the care they need. Our outcomes-focused care is proven to improve depression and anxiety by over 50% on average, as demonstrated in several peer-reviewed studies. For patients with high cost medical conditions, our clinically-tailored treatment is proven to reduce medical costs with care that empowers the patient to address their health needs. AbleTo partners with payers to make high-quality care accessible, affordable and convenient for millions of people to get the treatment they need.
PRIMARY RESPONSIBILITIES Responsible for the day to day strategy on call volume, lead loading/management, and prioritization of client campaigns Report on all aspects of contact center adherence, including variances to staffing, call handling, SLAs/KPIs, and contact center downtime Drive performance and improvement initiatives, including maximizing utilization and member connect & schedule rates Identify and evaluate performance trends, and analyze data to drive continuous improvement in contact center productivity Manage client and campaign implementations for the contact center operations team? Provide oversight of contact center vendors in partnership with IT organization Own operationional implementation of contact center software Develop recommendations on technology and reporting needs Manage a team of operations analysts, including day-to-day oversight and employee performance management & development
*Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Qualifications Experience managing call center applications, including dialing, workforce and quality solutions.? 5+ years of relevant call center work experience Relevant healthcare industry experience is a plus Proven track record of consistently exceeding performance goals Self-starter, ability to push beyond expectations
Who You Are: You are detail-oriented. You sweat the small stuff and don?t let things slip through the cracks. You want to understand how our system works and aren?t afraid to ask questions. You are organized. You are adept at project management, and you can keep yourself and others organized through a complex process. You are strategic. You can connect product decisions to the larger strategy and company goals. You are data-oriented. You understand the importance of data to product decisions, and you can get key stakeholders together to pull and analyze this data. You are a facilitator. You can organize and facilitate conversations between product, engineering, and design. You are a clear communicator. You structure written and verbal communications clearly and concisely in order to communicate decisions. You are a creative problem-solver. We are dreaming up a new, better mental health system. You aren?t afraid to generate new, innovative ideas that help us solve problems.? You are a positive, team player. Your teammates know you as someone who they enjoy working with, who is upbeat, and who gets things done. You hustle. You don't need to wait for people to tell you what to work on.? You are flexible and excited to work in a fast-paced, rapidly evolving environment.
Competencies: Excellent analytical skills Ability to identify and solve problems with effective solutions Using resources effectively to achieve results
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AbleTo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion,?sex, sexual orientation, gender identity, national origin, disability or veteran status. AbleTo is an E-Verify company.
Upon the acceptance of an offer to enter into this agreement, AbleTo requires the satisfactory completion of reference and background checks and successful completion of drug testing in accordance with local, state and federal laws.