The Call Center Manager is a high level position, that will have the overall responsibility of leading, overseeing and coordinating the daily activities of the staff working directly or indirectly on the assigned program. The Call Center Manager will lead the overall team in the achievement of the company’s strategic objective and goals through the delivery of exceptional customer service and additional metrics.

Essential Duties

• Manages, develops, and evaluates the contact center staff working on the contract – including supervisors, team leads, and additional roles.
• Monitors and reports on effective hiring, performance management, coaching, and career development for all contract related staff.
• Maintains a productive and motivated work environment for all employees, including leadership team.
• Prepares an overall call center budget, and manages the budget appropriately.
• Manages the workflow of the customer service function and communicates standards ensuring the highest levels of customer satisfaction are consistently met.
• Manages the activities of the staff to ensure special projects are on schedule and within budget.
• Manage client KPIs, including, but not limited to: attendance, quality, productivity, efficiency, service levels - ensuring the highest levels of satisfaction are consistently met.
• Analyze department performance on the above KPIs; develop, implement, and maintain production performance standards in line with company and contractual goals and objectives.
• Prepare reports and provides accurate and timely information to management and clients relevant to performance, staffing, risks and corrective actions plans.
• Establish work plan and staffing for the client.
• Insures continued flow of information to contact center resources.
• Identifies, reviews, and resolves continuous improvement opportunities, along with escalating ideas to the client that cannot be solved within
• Collaborate with appropriate departments and managers (such as Finance, HR, IT, Workforce) to ensure customer satisfaction and alignment with policies, procedures, goals and objectives.
• Ensure compliance with applicable policies, procedures, processes, outcomes, contractual agreements and other regulations.
• Gather and analyze call center statistical information on a regular basis.
• Coordinates flow of Incident Reports through proper channels.
• Research and incorporate best practices into department operations.

REQUIREMENTS

• Completion of a bachelor’s degree program (preferably in business administration or other similar program) and at least 5 years or more of progressive management experience in a contact center environment, or equivalent experience in a “leader of leaders” position.
• Solid understanding of the contact center industry including metrics, reporting, and reporting software.
• Ability to foster a team-oriented environment
• Advanced knowledge of Microsoft PowerPoint, Word, and Excel. Additional skill with Microsoft Project (or other project management tools) is a plus.
• Superior communication skills and the ability to maintain positive and cooperative working relationships among all stakeholders.
• Ability to make decisions quickly, using problem solving knowledge to identify root cause and solutions paths in a very timely manner.
• Excellent judgment and leadership skills, especially focused on developing the supervisors and team leads into the next future leaders.
• Time management, planning and organizational skills.
• Must exhibit creativity and innovation in system solutions; must be broadly focused and able to manage multiple efforts concurrently.
• Experience/certification with Medicare/Medicaid insurance or other health insurance program is preferred.
• Experience in quality control such as LEAN/Six Sigma or similar certification is a plus.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disability to perform the essential duties listed above.

Some travel may be required.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.