Call Center Manager

at  Encore Wellness

TO BE CONSIDERED CANDIDATE MUST RESIDE IN LAS VEGAS, NV **

Encore Wellness is seeking a passionate Call Center Manager driven by the aspiration to improve the lives of the senior adult population through fun and wellness.
With your positive and driven personality, you will lead our remote Call Center team. Our team educates our potential members on all of the benefits they have available at zero out of pocket cost. You will have direct positive impact on the lives of our members as you help them take the first step on their journey towards a better and healthy lifestyle.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Education and/or Experience: High school diploma or GED. Some college coursework preferred.
• Experience: 2-3 years experience supervising a Call Center environment. Prior experience supervising remote employees preferred. Experience achieving call metrics and quotas.
• Bilingual (English/Spanish) Preferred
• While working from home, the Call Center Manager must have a clean, organized, and dedicated workspace to be able to dedicate their full time and attention to their work, during their scheduled working hours; the environment must be distraction free.

SKILLS, ABILITIES, AND REQUIREMENTS

• Ability to inspire, motivate, and guide others towards goals and desired achievements
• Ability to create a teamwork atmosphere within a fully remote team
• Ability to multitask and stay organized
• Proficiency with computer software
• Excellent interpersonal, problem-solving and leadership skills
• Ability to stay calm in stressful situations and meet metric quotas
• Strong grasp of the companys products, services and customer service policies
• Medical terminology helpful
• Able to prioritize and work independently with minimal supervision

• Maintains appropriate staffing levels based on business need, including interviewing, hiring and training new employees.
• Manages call center staff by setting clear metrics and expectations.
• Continuously monitors progress by providing coaching and direction when metrics are not being met; up to and including disciplinary action when required.
• Continuously assess and improves call center functions and outcomes, by reviewing call center statistics on a regular basis and analyzing call center reports.
• Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of expected results. This includes regularly auditing calls on a random basis to ensure quality customer experience.
• Assures compliance with all state and federal regulations.
• Able to handle customer inquiries and clearly explain services being offered; step in to handle escalated member issues or complaints
• Able to effectively utilize all work-related systems, including Microsoft Office Suite, Call Center Logs, Member Portal (Shape), Call System (Ring Central) and other related Call Center logs.
• Effectively communicate through call and SMS communication platforms.
• Adhere to all position applicable Encore Wellness policies. Ensure that all company policies are understood and followed by Call Center staff.
• Develop and manage text and call campaigns for special events and/or incentives.
• Maintain and update Health Plan Partner call logs.
• Develops call scripts as needed based on audience and desired outcome of call.
• Able to travel out of state for required leadership meetings.
• Other duties as assigned by leadership.