Job Title
Call Center Manager
Date Posted
7/17/2020
Job Type
Full-Time Regular
Job Description

Call Center Manager – Memphis, TN

Full-Time, Salary Position

RESPONSIBILITIES:

  • Manage team of call center employees to promote a working team environment and ensure best practices are shared
  • Monitors productivity and performance standards
  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)
  • Plans and directs workflow and project assignments
  • Oversees call volume to ensure service standards are met
  • Provide oversight and direction for call center staff including scheduling, training, coaching and supervision
  • Assist in the hiring, training and performance evaluation of staff
  • Create, implement and evaluate policies and procedures, protocols and effective workflow processes in conjunction with the Revenue Cycle Director
  • Creates and monitors effective communication avenues with physicians, medical assistants, division leadership and staff
  • Works with the Revenue Cycle Director to develop policies, procedures and the business work plan for the team
  • Recognizes and recommends operational improvements
  • Serves as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and ensure timely resolution
  • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends
  • Maintains professional and technical knowledge by tracking emerging trends in call center operations management

QUALIFICATIONS:

  • Two to three years of proven managerial experience in a call center environment
  • Excellent telephone and communication skills both written and oral; the ability to handle multiple tasks; self-motivated, can work independently
  • Strong computer, analytic and data management skills
  • Proficient in MS Office and call center equipment/software programs
  • Ability to coach and motivate staff to meet and exceed performance goals
  • Ability to promote the highest level of ethical & professional conduct
  • Ability to adapt to a dynamic working environment and make independent decisions
  • Ability to handle challenging customers in a professional manner
  • Ability to coach and motivate representatives to meet and exceed performance goals
  • Ability to demonstrate problem solving skills and the ability to work collaboratively with other departments to resolve complex issues with innovative solutions
  • Ability to adapt to a dynamic working environment and provide dynamic support

Please forward resume to rploughsorin@summerfield.net

SUMMERFIELD ASSOCIATES, INC. is an award winning and nationally recognized leader in the consulting and recruiting industry. We are dedicated to the success of our clients, our employees, and our business. To view more of our opportunities please visit www.summerfield.net