En Triple-S, estamos comprometidos con brindar experiencias laborales significativas para nuestra Gente Valiosa. Nos esforzamos por la excelencia en todo lo que hacemos, desde la forma en que trabajamos juntos hasta la forma en que servimos a nuestros clientes.
Al unirte a Triple-S, serás pieza clave para nuestros esfuerzos de brindar atención médica accesible y de alta calidad, así como también contribuirás a nuestro propósito de habilitar vidas saludables. Servimos a más de a más de 1 millón de asegurados en Puerto Rico, a través de nuestras líneas de negocios Medicare Advantage, Medicaid, Comercial, Vida y Propiedad & Contingencia.
Construyamos comunidades saludables juntos. ¡Únete a nosotros!
JOB SUMMARY
The Contact Center Manager is responsible for the strategic and operational leadership of inbound and outbound contact center operations. This role oversees internal teams and outsourced partners to ensure service excellence, operational efficiency, revenue protection, and customer retention. The ideal candidate has extensive experience managing high-volume inbound environments, outbound dialer campaigns (including retention and engagement strategies), and contact center platforms such as Five9 or similar cloud-based CCaaS solutions.
ESSENTIAL FUNCTIONS
- Lead day-to-day inbound and outbound contact center operations. Ensure achievement of KPIs including Service Level, ASA, AHT, Abandonment Rate, Occupancy, Adherence, Conversion Rates, RPC rates, and Retention metrics.
- Monitor real-time performance and implement corrective action plans when needed.
- Oversee scheduling alignment with WFM forecasts and capacity planning.
- Design and execute customer retention and engagement strategies.
- Lead outbound dialer campaigns focused on retention and product orientation.
- Optimize campaign performance through list segmentation, contact strategies, scripting improvements, and performance analytics.
- Monitor campaign KPIs including penetration rates, contact rates, right-party contact rates, conversion rates, and ROI.
- Manage contact center platforms such as Five9 (inbound routing, IVR logic, ACD, dialer campaigns, disposition codes, reporting).
- Partner with IT and WFM teams to optimize system configurations and performance.
- Ensure proper use of CRM integrations, call recording systems, quality monitoring platforms, and reporting dashboards.
- Oversee third-party call center vendors.
- Define and enforce SLAs, performance metrics, and quality standards.
- Conduct regular business reviews and performance audits.
- Ensure outsourced campaigns align with internal operational goals and compliance requirements. Manage vendor contracts in collaboration with procurement and finance teams.
- Promote a culture of continuous improvement and customer-centricity.
- Ensure compliance with regulatory requirements and company policies.
- Analyze operational performance data, prepare executive- level reports dashboards.
- Identify trends and recommend strategic improvements.
EDUCATION
- Bachelor's Degree
Bachelor’s degree in business administration, Operations, or related field.
5–7 years of experience in Workforce Management within multi-site call center environments.
Proven experience managing both inbound and outbound contact center environments.
Hands-on experience with Five9 or similar CCaaS platforms.
Demonstrated experience leading customer retention strategies and outbound campaigns.
Experience managing outsourced/BPO contact centers.
Strong knowledge of contact center KPIs and operational metrics.
LICENSES AND CERTIFICATIONS
- No requerido
COMPETENCIES
- Deleite del cliente
- Analisis de datos
- Dominio Financiero y del Negocio
- Mentalidad una Compañía
- Conocimiento Práctico en Tecnología
- Desarrollo de talento
Es política de la compañía buscar a los(las) solicitantes calificados(as) para puestos en toda la empresa sin distinción de raza, color, origen nacional, religión, sexo, identidad de género, orientación sexual real o percibida, estado civil, condición social, las ideologías políticas, edad, discapacidad física o mental, condición de veterano o cualquier otra característica protegida por la ley.
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Invitamos a las mujeres, veteranos y discapacitados a participar.