Are you passionate about leadership, helping others, customer service, and the healthcare industry? Are you seeking an opportunity with competitive pay, career advancement, and a great work culture? We are seeking a Call Center Operations Manager to join the team!

Location: Downtown Chicago(ONSITE)

Schedule: Monday – Friday(NO WEEKENDS REQUIRED); 8 hour shift starting between 7:30am-9:30am(MUST BE FLEXIBLE WITH STARTING AT SCHEDULE GIVEN BETWEEN THESE TIMES)

Hourly Rate: $40.87-$43.27(15% bpnus potential)

Position Type: Full time, Contract to hire

Start Date: April 8th

Responsibilities:

• Ensure the team meets its goals and objectives through effective hiring, performance management, coaching and career development
• Review, respond and help resolve complex issues and questions related to the position and team
• Put in place new ideas and best business practices and drive these initiatives forward
• Educate and train team members regarding proper system utilization, day-to-day operations, and compliance to company
• Directly handle, respond, resolve and escalate, as necessary, all complaints to the appropriate parties in a timely manner
• Identify, analyze and advise management on work-flow issues, performance trends and provide recommended solutions
• Daily review and interpretation of performance and reports and recommended actions to take based on related information
• Develop, implement and maintain materials and programs ensuring production and quality standards are met

Required Skills and Abilities:

• 5 years Call/Contact Center background experience
• 3 years in Call/Contact Center supervisory experience leading agent teams of 10 or more
• Healthcare experience preferred
• Familiar with using and leading teams using outreach channels (chat, SMS, email, social media, inbound and outbound)
• Competency in Google Workspace, MS Office software suite
• Preferred experience with HIPPA compliance rules
• Great communication skills and strong team player
• Effectively work and communicate within and cross departmentally
• Other tasks needed to accomplish team’s objectives/goals

Job Type: Full-time

Pay: $40.87 - $43.27 per hour

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No nights
• No weekends

Application Question(s):

• Are you able to commute onsite Monday-Friday to Downtown Chicago?
• Would there be any concerns on a background check or drug test? If so, please list.
• Are you open to working an 8 hour shift starting between 7:30am- 9:30am(given a schedule starting between these times)?
• How many years of experience do you have managing teams of 10 associates?

Education:

• High school or equivalent (Required)

Experience:

• Call center management: 3 years (Preferred)
• Management: 3 years (Preferred)

Ability to Relocate:

• Chicago, IL: Relocate before starting work (Required)

Work Location: In person