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

Date Posted: 2/1/2018

Job Snapshot

Job Description

The Manager, Call Center Operationswill be responsible for directing the overall performance of the call center. This position guides the productivity of the company and has a direct impact on provider satisfaction.


Primary Duties:

Manage daily call center activities to ensure a culture of professionalism, discipline and accountability.

Develop effective call scripts for various call campaigns to optimize call center productivity and minimize provider abrasion while meeting client requirements.

Develop, implement and maintain performance metrics to ensure call center resources are meeting productivity objectives.

Design call campaigns, set campaign schedules and create resource plans in accordance with overall client production plans.

Design, implement and maintain quality assurance processes to ensure agents maintain a high level of professionalism and customer service on the phone.

Ensure all scheduling information and call notes are consistently and accurately maintained in the system.

Managing, supervising, and coordinating the activities of call center professionals in providing telephone customer related services.

Liaising with team leaders, supervisors, third parties, and operatives to collect information and resolve issues.

Setting up and meeting performance goals and targets for speed, efficiency, and quality.

Maintaining current knowledge of industry new developments, productions, and involvement in network communication.

Recording statistics, performance levels and user rates of the call center and preparing reports.

Planning and maintaining staffing model based on business needs.

Motivating, coaching, and retaining staff as well as coordinating reward, bonus, and incentive plans.

Handling escalated customer inquiries or complaints.

Forecasting and analyzing information against budget statistics on a daily, weekly or monthly basis.

Reviewing the staffs performance, determining training needs and scheduling training sessions.

Job Requirements

Qualifications and Skillsets:

Three or more years managing a call center with a minimum of 100 agents.

Highly experienced user of Microsoft Excel

Healthcare experience a plus, but not required

Strong leadership and motivational skills.

Excellent capability to conduct effective/productive meetings.

Ability to prioritize, multi-task and adapt to a fast paced team oriented environment.

Proven ability to manage projects, show initiative and think outside the box.

Adaptable to changing business environment.

Sound judgment in decision making ability.

Excellent interpersonal skills.

Demonstrated ability to establish and maintain successful business relationships with internal and external partners.

Demonstrated ability to work within a diverse work group environment.

Flexibility with working hours, which may include hours outside of normal scheduled work hours

Bachelors degree is required.

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