Mgr, Call Center

Position Title: Manager, Call Center

Reports To: COO

Department: Call Center

FLSA Status: Exempt

Job Summary:

Responsible for the successful operation of the Call Center team. The main objective is to coach, mentor and develop the Call Center Agents, including performance management and process improvement. Activities may include inbound calls, outbound calls, or both. Responsibilities may include the growth and profitability of specific product lines, staffing and operations, customer services, developing and implementing product/service standards. Coaching Training and Development

Essential Duties & Responsibilities:

• Together with the Director, will be responsible for the strategic planning and execution of all call center operations
• Together with the Director, manage and lead the processes for continuous improvement of the overall customer- patient experience
• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to call center
• Engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities
• Highly visible in their role to enhance employee engagement, service levels, knowledge, skills and morale
• Together with the Director, design motivational contests, awards, and incentive plans
• Conduct Monthly Quality Assurance Observations, coach and develop accordingly
• Together with the Director help in managing employee attendance and Key Productivity Indicators

Additional Duties & Responsibilities:

Based on business needs, duties and responsibilities might vary.

Supervisory Responsibilities:

This position is responsible for the oversight of the call center, specifically the positions of Call Center Agents

Education & Experience:

• High School and/or GED required; Bachelor’s degree preferred
• 8+ years of call center experience leading a 300+ seat center
• Strong written and verbal skills to communicate with senior management and staff
• Must be fluent in English and Spanish

Knowledge, Skills & Proficiencies:

• Ability to coach, develop and create action plans to improve employee performance
• Skill in operating phones, personal computer, software and other IT systems.
• Ability to communicate with associates, patients and other individuals in a professional and courteous manner.
• Ability to pay close attention to detail and to ensure accuracy of reports and data
• Skilled in Excel, Word and Power Point
• Strong phone and verbal communication skills along with active listening.
• Excellent interpersonal communication skills.
• Must be available to work some holidays and weekends.
• Requires the ability to work independently and establish priorities.

Tools & Equipment Used:

Computer and peripherals, standard and customized software applications and tools, and usual office equipment.

Physical Requirements/Working Environment:

This position works under usual office conditions. The employee is required to work at a personal computer as well as be on the phone for extended periods of time. Must be able to stand, sit, walk and occasionally climb. The incumbent must be able to work extended and flexible hours and weekends as needed. Physical demands include ability to lift up to 50 lbs.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time.