Call Center Manager

2 weeks ago

Fort Worth, United States National HME, Inc. Full time
Job DescriptionJob Description

KEY RESPONSIBILITIES OF THIS POSITION:

  • Oversee all aspects of the Customer Call Center.
  • Hire, train, and retain employees for the call center location.
  • Communicate any hospice or customer issues with Client Relations, Regional Manager, Branch Operations Managers or Executive as needed.
  • Research all service failures as needed to determine root cause and communicate findings out to appropriate parties.
  • Develop and implement procedures pertinent to the effective and efficient operation of a Customer Call/Service Center.
  • Ensure all hospice requests are completed as scheduled.
  • Facilitate effective training and development programs for new hires including use of e-learning tools.
  • Follow all Privacy Regulations regarding HIPPA.
  • Complete month-end reports.

WORK EXPERIENCE, SKILLS & COMPETENCIES:

  • Previous Call Center experience.
  • Previous management experience.
  • Problem solving skills.
  • Conflict management skills.
  • Strong written communication skills.

EDUCATION:

  • Bachelors’ Degree preferred but will consider equivalent experience.

TRAVEL / PHYSICAL DEMANDS:

• No Travel Required

• Office environment: The job may require lengthy periods of sitting, standing, telephone work, and

computer work.

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