Job Description

Overview:

 


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. 

 


Responsibilities: 

 

 

· 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 

 

 

Qualifications: 

 

  

 

· 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 

 

Experience: 

 

· 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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