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Manager, Call Center Operations in Reno, NV at CIOX Health

Date Posted: 5/26/2018

Job Snapshot

Job Description

Job purpose

The Call Center Manager is responsible for directing special projects and the past due outreach team. Responsibilities of this position include ensuring that the highest quality of customer delight is achieved and maintained. The position will ensure organizational effectiveness by providing leadership for the call center, implementing call center strategies, improving systems and process, and managing operations staff. This position has a direct impact on provider satisfaction.

Duties and responsibilities

  • Manage daily special/past due project activities to ensure a culture of professionalism, discipline and accountability.
  • Monitor specific goals by accepting ownership for accomplishing new and different requests.
  • Ensure delivery of client and compliance requirements. Handle escalated customer inquiries and complaints.
  • Contribute information and analysis to organizational strategic plans to the Outreach Director.
  • Assist in the development, maintenance and adherence to policies and procedures.
  • Ensure call scripts are followed to minimize provider abrasion while meeting client requirements.
  • Set call campaign schedules in accordance with overall client production plans.
  • Ensure all scheduling information and call notes are consistently and accurately maintained in the system.
  • Manage, supervise and coordinate the activities of outreach agents including supplying information to account management on actions and improvements for customer handling.
  • Serve as the liaison between internal departments and external customers to collect information and resolve issues.
  • Meet performance goals and targets set by the Call Center Director.
  • Attend educational workshops when possible to ensure outreach agents are updated on all new information.
  • Prepare performance reports by collecting, analyzing, and summarizing data and trends and report these results to the Call Center Director.
  • Accomplish Outreach Department objectives by orienting, training, assigning, coaching, counseling, and disciplining employees by enforcing policies and procedures

Job Requirements


  • Minimum five (5) years of Call Center experience (with 75 or more staff) including at least three (3) years in management capacity in a compliance-driven industry. Previous healthcare industry experience preferred.
  • Bachelors Degree preferred.
  • Thorough understanding of call center operations, principles and metrics.
  • Demonstrated experience analyzing and resolving customer service and client issues.
  • Advanced computer skills (experience with Word, PowerPoint, Excel, and Outlook required).
  • Excellent written and verbal communication skills.
  • Ability to train and develop team members.
  • Demonstrated leadership and vision (think outside the box) in managing staff groups and major projects or initiatives.
  • Ability to learn and relay new information quickly.
  • Strong interpersonal skills and a collaborative management style.
  • Ability to listen effectively to find the root cause of issues and manage any conflicts with team or customers and resolve issues.
  • Delegate responsibilities effectively.
  • Ability to prioritize, multi-task and adapt to a fast paced team oriented environment.
  • Sound judgment in decision making ability.
  • Demonstrated ability to work within a diverse work group environment.
  • Flexibility with working hours, which may include hours outside of normal scheduled work hours
  • Ability to provide a motivating environment for team.


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