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Call Center Manager

1 month ago

Flint, United States REGIONAL MEDICAL IMAGING, P.C. Full time
Job DescriptionJob Description

LOCATION: Lennon Rd./Hybrid

JOB TYPE: Full-time, Exempt

SCHEDULE: Monday - Friday (Subject to change according to call center needs.)

SHIFT: 7:30am - 5:00pm (Subject to change according to call center needs.)


The Call Center Supervisor is responsible for supervising RMI’s call center to ensure customers and potential customers receive fast, courteous, and accurate service on the phone.
Responsibilities
• Explores and implements staff training and development to insure highest standards in customer care.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; managing system and process improvement and quality assurance programs.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends
• Ensures the call center staff is efficiently covering all inbound/outbound calls
• Works with Team Leads, Managers and Radiologists to prioritize, and maintain consistency in the call center.
• Analyzes phone data to structure and adjust staffing and scheduling.
• Identifies and oversees plan for staff redirection and development.
• Oversees call monitoring for coaching and development.
• Plans and facilitates informational and motivational meetings, creating a forward moving and unified group.
• Identifies and takes action to improve the department’s operating methods and procedures.
• Performs other duties as assigned.

Qualifications
Experience
5-10 years of previous experience as a call center supervisor.

Education/Certifications/Licenses
Knowledge of various savings policies and procedures in order to assist staff and customers.


Monday - Friday (Subject to change according to call center needs.)
Full-time / Exempt, 7:30am - 5:00pm (Subject to change according to call center needs.)