Call Center Manager
Brooklyn, NY – In office
100-130k
Seeking a Call Center Manager who will support the Director of Operations by supervising staff to ensure the smooth operation of a large Call Center in a Healthcare Company .
Previous experience managing a large call center required.
Email resumes to frimie@maiplacement.com
Responsibilities – Manages day to day activities and performance of call center staff
– Monitors and reports performance metrics (accuracy, call waiting time, etc.)
– Shadows calls to assess performance, improve quality and minimize errors
– Identifies staff training needs and plans training sessions
– Resolves escalated/complex customer service complaints or inquiries
– Creates and maintains schedules to ensure the proper allocation of resources to meet patient demand
– Tracks and manages attendance, including approving time off and sick time
– Assesses staffing needs/plans ahead
– Interviews and hires staff, as needed
– Works closely with the Director of Operations on call center workflows, performance issues and ongoing training needs.
Qualifications – Proven experience in a healthcare setting
– Experience in customer service is required
– Knowledge of performance evaluation and customer service metrics
– Solid understanding of reporting, insurances, and management
– Proficient in MS office and call center equipment/ software programs
– Outstanding communication and interpersonal skills
– Excellent organizational and leadership skills with a problem-solving ability
– High school diploma or equivalent
Reports to Director of Operations
Email resume to: frimie@maiplacement.com