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CALL CENTER MANAGER at SportsMED Orthopaedic Specialists

Huntsville, Alabama, United States -

Full Time

Start Date

Immediate

Expiry Date

10 Oct, 26

Salary

0.0

Posted On

12 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Workforce Management, Operational Discipline, Data Analysis, Performance Metrics, Process Improvement, Staff Oversight, Queue Management, Coaching, Corrective Action, Staffing Planning

Industry

Medical Practices

Description

Call Center Manager (Workforce Management & Performance Execution) This role focuses on staff oversight, productivity, process improvement, and operational control. Primary Responsibilities Attendance management Schedule adherence Overtime control Lunch/break compliance (not exceeding one hour) Staffing coverage Queue management Call abandon rates Average speed to answer Productivity monitoring Workforce planning Daily reporting Escalating staffing shortages Coaching/corrective action Typical Metrics Call abandon rates Average speed of answer Hold times Overtime hours Attendance/tardiness/absence coverage Schedule adherence Productivity per FTE Ideal Skill Set includes: Strong operational discipline Data-oriented mindset Comfort with metrics/accountability Workforce management experience Decisive management style Process improvement skills

Responsibilities

Oversee call center staff productivity, attendance, and operational control to ensure optimal queue management. Responsible for monitoring key performance metrics and implementing process improvements to reduce abandon rates.