Emergency Call Center Manager

3 weeks ago

Atlanta, United States TeleSpecialists LLC Full time
Job DescriptionJob Description

This is a 100% in office position in either our Atlanta Georgia or Ft Myers Fl offices.


We are in search of an experienced Emergency Call Center (RRC) Manager to lead our teams 24/7/365 call center within multiple sites. As a key player in this role, you will oversee RRC call center team leads and agents, ensuring the seamless coordination of consult requests and effective communication with facilities and physicians. This position holds a distinct role within our organization, requiring the successful candidate to be available beyond normal business hours due to the continuous nature of our operations.

Responsibilities:

  • Responsible for the Management of the day-to-day functions of inbound and outbound 24/7/365 emergent call center in multiple facilities. Be present and available to immediately respond to questions and consult request needs.
  • Ensures Shift Huddle is being completed and Disseminated to all team members
  • Supervise and manage the team leads for staff allocation, including work schedules, resource planning and daily role assignments based on call volume, anticipated growth, and historical data.
  • Mentor, Train and motivate RRC call center Team leads and call agents, ensuring they are equipped with necessary skills and knowledge set.
  • Organize and supervise, continuously assessing the work of call center employees and providing feedback to maximize performance. Ensure appropriate customer responses and consult coordination for various case types.
  • Optimizing training by address in-the-moment opportunities and deficiencies with the team, providing spot coaching and feedback, including in the moment call auditing.
  • Master RRC technology, operational workflows, and response times.
  • Motivate all staff by rounding among the team to ensure appropriate protocols are being followed.
  • Listen, validate, compliment, and coach navigators/team leads on their customer service.
  • Continuously monitor for real-time quality responses.
  • Manage 100% uptime for stroke response times, rounding times, psychiatry consults, prolonged handle times, queue times, and missed calls. To include all escalations to the RRC Executive Director.
  • Lead training activities within the framework defined by the RRC Executive Director
  • Make recommendations for long-term goal setting, monitoring, and assessment of the call center agent team.
  • Work with the RRC Executive Director to review current SOP and training materials, providing ongoing protocol communications to the team while documenting individual awareness and mastery.
  • Ensures quality audits and review with each agent is being completed and ensure loop closure
  • Completes evaluations of Team Supervisors

Qualifications:

  • Exceptional communication, interpersonal, and customer service skills.
  • Comprehensive knowledge of company policies, protocols, and service offerings.
  • Strong leadership and supervisory skills.
  • Ability to multitask and remain calm under pressure.
  • Quick decision-making and effective communication skills.
  • Experience in training and motivating a team.
  • Knowledge of technology, operational workflows, and response times.
  • Familiarity with medical terminology and procedures.
  • Strong attention to detail and ability to monitor and assess performance.
  • Proficient in Microsoft Office Suite and other relevant software applications

Education:

  • Associate degree or equivalent work experience in a similar position may be considered or substituted for education requirements.

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