Call Center Manager

Job Description:

• Lead a team of call center associates interacting with patients telephonically
• Train, monitor, mentor and assist associates with call handling and troubleshooting
• Handle escalated calls professionally and serve as a role model
• Assist in developing training tools and resolving process issues
• Ensure daily team quality and productivity goals are achieved
• Oversee daily team activities
• Onboard new employees and bring them to full capability
• Monitor productivity indicators such as wait times and abandonment rates
• Resolve problems and complaints and assist with escalated calls
• Communicate solutions, successes and improvement opportunities
• Perform call monitoring, coaching, training, disciplining and reviews
• Maintain accessible, accurate and current employee tools and aids
• Track attendance, daily statistics, PTO and sick time
• Maintain, review and update department policies and procedures

Requirements:

• Must live in the United States
• Bachelor's Degree
• 3+ years’ management experience, including hiring, training, coaching and discipline
• 3+ years’ call/contact center management experience focused on inbound and outbound call programs
• Healthcare image scheduling experience preferred
• Monday-Friday, 8am-5pm availability; hours may change due to business needs

Benefits:

• 401k
• PTO
• Medical insurance
• Dental insurance
• Vision insurance
• Tuition reimbursement
• Employee Assistance Program
• Remote work arrangement