Call Center Operations Manager (Remote work, October start)

at  Carenet Health

QUALIFICATIONS

• Associate’s degree from a two-year college or technical school, or equivalent combination of education and experience.
• Three years of related supervisory call center experience and/or training.
• Strong communication and interpersonal skills, with the ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Strong math skills, with the ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages.
• Solid judgment skills and the ability to solve problems effectively.
• Proficiency in Word Processing, Spreadsheets, E-mail, database software, and Internet software. Ability to handle multiple line phone systems, pagers, and paging systems preferred.
• No certificates or licenses required.

KEY RESPONSIBILITIES:

• Optimize Operations:
• Develop and implement strategies to improve call center performance, efficiency, and customer satisfaction.
• Analyzes activity and statistical operational data, including call volume, service level standards, performance, and quality metrics.
• Plans and prepares employee work schedules to ensure accuracy and efficiency.
• Innovate Solutions:
• Utilize data and analytics to identify trends and opportunities for improvement.
• Continuously reviewing contract management ensuring total understanding of scope of services being provided and financial and contractual parameters agreed upon.
• Training and Development:
• Oversee the training program to ensure agents are equipped with the skills and knowledge they need to succeed.
• Mentor and motivate teams to enhance their skill level. Reward individuals through the creation of incentive and motivational programs.
• Actively involved in the recruitment and hiring of new employees including staff planning and workforce management.
• Quality Assurance:
• Maintain high standards of quality and consistency in customer interactions.
• Customer Advocate:
• Ensure the voice of the customer is heard and their needs are met with empathy and excellence.
• Primary point of contact for team and departmental questions, issues and escalations.
  Qualifications: