BASIC JOB PURPOSE: The Call Center Manager is responsible for managing and directing all aspects of an inbound call center; implementing and reviewing contact center procedures and policies to serve the customers by delivering a high standard, efficient customer service. This position will work closely with other managers to strategize on new and existing projects and to act as a liaison with different departments to collect information and resolve issues.
SUPERVISION RECEIVED: Reports directly to the VP of Contracting
TYPICAL WORKING CONDITIONS: Office environment. May require evening and/or weekend work. Working under stress. The position requires long periods of sitting, standing, kneeling, bending, and lifting at least 25 lbs.
RESPONSIBILITIES/DUTIES:
1. Manage daily call center activities to ensure a culture of professionalism, discipline and accountability.
2. Monitors call queues to maintain and average speed of answer of 30 seconds or below and a shift abandonment rate of 3% or below.
3. Develop effective call scripts for various clients to optimize call center productivity and minimize errors while meeting client requirements.
4. Develop, implement and maintain performance metrics to ensure call center resources are meeting productivity objectives.
5. Design, implement and maintain quality assurance processes to ensure agents maintain a high level of professionalism and customer service on the phone.
6. Ensure all scheduling information and call notes are consistently and accurately maintained in the system.
7. Managing, supervising, and coordinating the activities of call center professionals in providing telephone customer related services.
8. Liaising with team leaders, supervisors, third parties, and operatives to collect information and resolve issues.
9. Setting up and meeting performance goals and targets for speed, efficiency, and quality.
10. Recording statistics, performance levels and user rates of the call center and preparing reports.
11. Planning and maintaining staffing model based on business needs.
12. Motivating, coaching, and retaining staff.
13. Handling escalated customer inquiries or complaints.
PERFORMANCE REQUIREMENTS
**Must be available to work Monday-Friday, 4:00am-1:00pm**
Knowledge, skills and abilities:
1. Must pass a Criminal Background Screening.
2. Must pass a Drug Screen.
3. Must pass government exclusion list at time of hire and monthly thereafter.
4. Bachelor’s degree preferred.
5. Two (2) years of previous experience in Call Center leadership role.
6. Healthcare experience a plus, but not required.
7. Familiarity with various PC & Mac Applications and software programs including but not limited to ADP, Microsoft Office (Word, Excel, Outlook, etc.), and SharePoint
8. Experience with Avaya Call Center Solutions a plus.
9. Excellent customer service skills.
10. Ability to prioritize, multi-task and adapt to a fast-paced team-oriented environment.
11. Ability to assist with training and training development
12. Take high volume of inbound calls.
13. Make high volume of outbound calls.
14. Has attention to detail, planning and organizing.
15. Availability to work any hours Weekdays, Weekends, Holidays.
Job Type: Full-time
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Holidays
- Monday to Friday
- Overtime
- Weekends as needed
Ability to Relocate:
- Diamond Bar, CA 91765: Relocate before starting work (Preferred)
Work Location: In person