Manager, Call Center - Sign on Bonus up to $20,000

POSITION OVERVIEW

The Call Center Manager assumes a pivotal role in the establishment and growth of a PHI Cares Membership Call Center, overseeing its activity and processing. They are entrusted with the responsibility of establishing, hiring for, and developing the new team. Additionally, this position entails employing a consultative approach to initiate and facilitate the sales and retention of memberships.

In addition to the aforementioned responsibilities, the Call Center Manager will also be accountable for orchestrating productive working sessions with the field sales team, focusing on brainstorming and improving programs.

JOB SUMMARY

• Managing staff: Hiring, training, and monitoring staff
• Setting goals: Setting and meeting customer service and sales goals
• Distributing BOB: Providing Reps with Book of Business (list of calls to make/accounts to touch)
• Developing policies: Developing and implementing policies
• Ensuring customer satisfaction: Providing excellent service and motivating their team to do the same
• Meeting targets: Meeting call center targets and resolving any customer issues
• Improving efficiency: Implementing procedures to increase efficiency and monitoring daily calls and operations.
• Develop strategic plans to address the sales team's requirements.
• Achieve or exceed established sales quotas, ensuring exceptional performance.
• Train and mentor new call center representatives, fostering their professional growth and success.
• Foster a high morale and cultivate a culture of success within the sales team.
• Identify opportunities for system and workflow enhancements to optimize the efficiency of sales agents.
• Work closely with the Vice President of Sales

CORE COMPETENCIES

• Safe. We are absolute in our belief in the tenets of Destination Zero and that Zero is not only achievable, but the only acceptable outcome.
• Efficient. We are focused on outcomes that are smart and responsible by making the best use of our resources to maximize overall productivity and achieve sustainable profitability as a high performing organization. 
• Quality. We are committed to ensuring excellent organizational performance which produces sustainable and reliable outcomes.
• Service. We are dedicated to the service of our customers, our communities and each other.

BEHAVIORAL COMPETENCIES

• Drive & Energy – The ability to maintain a fast pace and continue to produce during exhausting circumstances.
• Functional & Technical Expertise – Allows the individual to add organizational value through unique expertise and serve as a resource to the organization within his/her area of expertise
• High Standards – Sets the stage for continuous improvements, the adoption of best practices and ultimately influences organizational standards.
• Initiative – Takes a proactive approach and takes action without being prompted.
• Integrity – Acts ethically and honestly and applies those standards of behavior to daily work activities.