• Senior Manager, Engagement Center (Call Center)

    Job Locations US-NY-New York
    Posted Date 3 weeks ago(01/03/2019 2:15 PM)
    # of Openings
    Operations-Engagement Center
  • Overview

    AbleTo, Inc. is a market leader in providing technology-enabled behavioral health care. AbleTo has been treating patients for over six years, and improves patient outcomes and lowers costs by providing treatment that integrates behavioral and medical health care. AbleTo's structured therapy programs strengthen medical recovery and self-care among members with chronic or complex clinical needs. AbleTo analytics, coupled with our multi-channel engagement platform, identify and engage members with unmet, often undiagnosed, behavioral health needs. A proprietary platform connects individuals and their care teams with AbleTo licensed providers who deliver weekly sessions by phone or video supported by an integrated digital experience. AbleTo programs are clinically proven to improve both behavioral health and medical outcomes while lowering overall spending for higher-cost, higher-risk members. AbleTo's investors include .406 Ventures, Sandbox Industries, HLM Venture Partners, Horizon Healthcare Services, Inc., Bain Capital Ventures, and Aetna Ventures.



    The Engagement Center conducts outreach to prospective program participants, explains program benefits and services and enrolls participants into AbleTo’s programs. This role will be dedicated to leading and managing the strategy, development, execution and project management of all Programs involving the Engagement Center maximizing the number of enrollments while working with the Quality Team leadership in ensuring all interactions with prospective participants are of the highest quality. The Engagement Center Senior Manager is a cross-functional team leader who works closely with the Data Science Team, Account Management Team, Business Development, IT, Finance, Marketing, Clinical, Product Management, Legal and Compliance and the Service Center. This role also manages and develops the relationships with the Engagement Center Vendors. The Senior Manager leads the team in developing strategy and in executing and prioritizing initiatives that best position success for achievement against key goals and KPIs. This roles requires an individual with a well rounded skill set including strong operational skills, excellent project management skills, dynamic leadership and interpersonal skills and can truly thrive in a fast paced environment which requires heavy multi-tasking and superb prioritization skills.  


    Core Responsibilities:

    • Lead the Engagement Center team and provide direction and support to ~40 team members including Engagement Specialists, Supervisors and Corporate Operations staff. This includes day to day Management leadership, support in the development of performance management plans, creation of goals and objectives, support in employee development initiatives, provide feedback and development to Supervisors on coaching and management of their teams, as well as liaising with key partners throughout the organization to ensure optimal productivity
    • Develop the strategy and initiatives through to execution to achieve the KPI targets for the Department including Enrollments and Profitability.
    • Manage and develop all Engagement Center vendors to ensure superior support and service
    • Oversee the strategy, operations and management of the Call Center Dialer and dialer strategies to maximize performance across all programs and clients using data to inform overall approach
    • With the leader of Training and Quality, continually enhance the development of call guides, offering best in class enrollment strategies while working closely with Legal/Compliance to ensure 100% compliance standards and in line with client requirements
    • Manage Engagement Center staffing, productivity, and performance management using reporting and analytic functions to drive recommendations for improvements of the key metrics of the business
    • Department lead in cross-functional initiatives with respect to the EC and Operations including new client launches or expansions, upgrades in technology roll-outs, new tools rolled-out from vendors, etc.
    • Oversee the coordination and execution of the documentation of all EC Operations processes and procedures
    • Strategize recommendations with rationale and action plan for the EC to improve efficiency, productivity and relevant KPIs.


    Experience, competencies and skills:

    • Experience in and demonstrated track record of success across sales, marketing, operations, consumer acquisition and/or direct marketing disciplines.  
    • Call center experience a plus but not required
    • Health care experience a bonus, not required
    • Bachelor degree required
    • Excellent leadership skills and Team leadership experience required
    • Strong interpersonal and communication skills
    • Ability to understand, interact and engage with technical aspects of AbleTo systems
    • Well developed Operational and Project Management skills
    • Ability to plan, execute, measure results and drive improvement on a continuing basis
    • Strong analytical skills
    • Ability to excel in a fast paced environment with strong multi-tasking skills
    • Team player who leads and works well cross-functionally
    • Some travel required to vendors/conferences


      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.