Call Center Operations Manager

Overview

Start Date: September 2024

Pay: $50,000.00 annually

Are you a strategic thinker with a passion for people, performance and HEALTHCARE? Do you thrive in fast-paced environments and love the buzz of a busy call center?

If yes, then you just might be our next Call Center Operations Manager!

The Operations Manager is responsible for directly supervising and coordinating the day-to-day activities of the Operations and Account Management employees to ensure optimal level of call center operations, quality, customer services and sales metrics are achieved, and client needs are being consistently met. Maintains adherence to Carenet company policies, procedures, and philosophies.

Responsibilities

Key Responsibilities:

• Optimize Operations:
• Develop and implement strategies to improve call center performance, efficiency, and customer satisfaction.
• Analyzes activity and statistical operational data, including call volume, service level standards, performance, and quality metrics.
• Plans and prepares employee work schedules to ensure accuracy and efficiency.
• Innovate Solutions:
• Utilize data and analytics to identify trends and opportunities for improvement.
• Continuously reviewing contract management ensuring total understanding of scope of services being provided and financial and contractual parameters agreed upon.
• Training and Development:
• Oversee the training program to ensure agents are equipped with the skills and knowledge they need to succeed.
• Mentor and motivate teams to enhance their skill level. Reward individuals through the creation of incentive and motivational programs.
• Actively involved in the recruitment and hiring of new employees including staff planning and workforce management.
• Quality Assurance:
• Maintain high standards of quality and consistency in customer interactions.
• Customer Advocate:
• Ensure the voice of the customer is heard and their needs are met with empathy and excellence.
• Primary point of contact for team and departmental questions, issues and escalations. 

Qualifications

Qualifications

• Associate’s degree from a two-year college or technical school, or equivalent combination of education and experience.
• Three years of related supervisory call center experience and/or training.
• Strong communication and interpersonal skills, with the ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Strong math skills, with the ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages.
• Solid judgment skills and the ability to solve problems effectively.
• Proficiency in Word Processing, Spreadsheets, E-mail, database software, and Internet software. Ability to handle multiple line phone systems, pagers, and paging systems preferred.
• No certificates or licenses required.

Working Conditions

The working conditions and physical demands described here are representative of those that are typical of the job and must be met by the Team Member to successfully perform the essential functions of this role. Reasonable accommodations, as defined by the ADA, may be made to enable a qualified individual with a disability to satisfactorily perform the essential functions of their role.

Working conditions: This role routinely uses standard office equipment such as computers, phones, headsets, photocopiers, and fax machines. Team Member will be typically exposed to office noises and interruptions such as printers, phones, and callers.

Physical Demand: This is a largely sedentary position which requires Team Member to remain stationary for the majority of the work day. The Team Member will need to occasionally move about inside an office setting to access office machinery. The Team Member will constantly use good manual dexterity with repetitive motions of wrists, hands, and fingers.

The job duties listed in this job description may not be inclusive of all requirements of this position. Other duties may be assigned by your supervisor. I understand the above job requirements and duties. I certify that I am able to perform the above job functions, with or without reasonable accommodations.

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