Job Description



The Call Center Manager position involves overseeing a group of agents as they assist customers (physicians/physician staff and patients) and perform daily tasks. The call center manager must be flexible to manage 3 shifts with 24/7 coverage. Must be available to affect the entirety of the teams operations including detailed procedures and excellent customer service. 





· Build call center culture and team environment 


· Interview and hire staff  


· Administer training programs for new hires and existing staff. Assist in the training and on boarding of new call center employees as required. 


· Assist supervisors to manage schedules, find coverage and keep track of attendance, PTO, sick time, etc. 


· Provide consistent and timely coaching to call center employees and shift supervisors on an ongoing basis. 


· Maintain recurring meetings with all shifts to communicate and review current events, policies and tasks. 


· Communicate company information 


· Oversee and ensure conflict resolution between employees 


· Ensure that all employees follow the company’s best practices and defined procedures for call center management and operations 


· Ability to appropriately organize, prioritize, communicate, delegate and monitor team responsibilities 


· Follow up, monitor and correct each employee’s compliance to task requirements 


· Be available to monitor 2nd and 3rd shift as needed 


· Approve timecards on a weekly basis 


· Document, update and publish procedures as needed to repository 


· Demonstrate excellent customer service and troubleshooting skills 







· Four or more years of relevant working experience in a Call Center environment. 


· Excellent written and oral skills 


· Ability to manage duties in a stressful and changing environment required 


· Familiarity with Windows Microsoft Office 


· Excellent customer service skills 


· Flexible schedule 




· Informatics or Radiology preferred 


· Call Center Management: 1 year (Preferred) 


· Call Center: 1 year (Preferred)  



Join our team!


Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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