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JOB SUMMARY:

The job function of the Call Center Manager is to effectively manage the Call Center staff, who they train, hire, monitor, and motivate. Their job is to make sure that the teams they oversee meet their company’s goals and provide sufficient customer support. They develop objectives for a call center’s day-to-day operations and analyze call center statistics to ensure that these objectives are met. The main goal is productivity and efficiency, and managers must work with call center representatives. providing extra support and training or developing new processes.

QUALIFICATIONS AND EDUCATION:

Education:

·Bachelors’ Degree preferred

Qualifications:

·Minimum of 3-5 years of supervisory experience in a call center setting

·Experience in customer service is required with understanding of customer centric behavior

·Knowledge of performance evaluation and customer service metrics

·Solid understanding of reporting and budgeting procedures

·Strong individual and group management skills, as well as professional development skills

·Ability to mentor, coach and motivate others

·Strong communications and presentation skills

ESSENTIAL DUTIES AND RESPONSIBILITIES:

·Hires, trains, coaches, and leads call center representatives to maintain high customer service standards

·Provides assistance with onboarding new employees and retaining said employees

·Collects and analyzes call-center statistics

·Evaluate performance with key metrics (accuracy, call-waiting time, etc.)

·Cultivates strong, trustworthy, nurtured relationships with patients

·Develops effective working relations and collaboration with the medical team throughout the life cycle of the management process.

·Develops and oversees the scheduling systems, including process, policy, and operating structure.

·Trains on navigating challenges with patients and phone conversations

·Identifies and solving call center problems of efficiency or customer satisfaction

·Optimizes processes to achieve greater efficiency in the call center

·Accepts and resolves call escalations

·Leads team meetings and individual meetings

·Ensures staff members are achieving desired service levels and taking corrective action, as needed.

·Prepares reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

·Takes on other tasks or projects to support employees, other managers, and call center operations.

·Other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

Supervises: Contact Center Supervisor and Contact Center Specialists

• Oversees and responsible for Contact Center Supervisor and Contact Center Specialist role.
• Functions as a coach & mentor to the staff for whom this position is responsible.

• Participates in and/or supports the employment process in conjunction with the Human Resources Department.
• Submits requests for staffing needs on a thorough and timely basis, securing all necessary approval(s), participates in interview process with HR and Talent Acquisition Partners
• Participates in and/or supports the Orientation of newly hired staff members.
• Provides and/or oversees the training of newly appointed staff members (to the department).
• Develops and/or maintains on-going training programs/initiatives to enhance skills, knowledge and productivity of existing employees.
• Participates in training sessions as required and/or deemed necessary.
• Provides leadership and direction to the staff for whom responsible in order to maintain a work environment that promotes the creative development of ideas and allows employees to meet and/or exceed expectations and established standards of performance.
• Monitors and measures performance of those staff reporting to this position.Addresses concerns or weaknesses and takes appropriate action to ensure issues are resolved. Ensures that staff are working as efficiently, as accurately and as productively as possible.
• Ensures the compliance and/or oversees the compliance with all policies and procedures by staff.Recognizes exemplary compliance.Initiates appropriate corrective action in instances of noncompliance; secures required approvals before addressing with the staff.
• Makes decisions and takes actions essential to the daily operation of the work area(s) for which responsible.
• Maintains or oversees the maintenance of supplies deemed necessary for the efficient operation of the area(s) for which responsible.
• Research major expenditures (including equipment, supplies and/or systems) and make recommendations to the appropriate member(s) of management for approval to purchase.

LANGUAGE SKILLS:

Ability to communicate effectively with staff, peers, physicians and the public. Ability to speak and understand English fluently.

PHYSICAL DEMANDS:

Moderate physical effort when working in patient care environment consisting of standing, walking, pushing, pulling, bending, reaching, and stooping. Moderate sitting and keyboarding along with fine and gross motor skills and manual dexterity to operate keyboard and other equipment. Occasionally lift and/or move up to 25 pounds. Must be able to respond quickly and effectively to an emergency.