Call Center Manager

2 weeks ago


Cedar Rapids, United States Covenant Family Solutions Full time
Job DescriptionJob Description

Join Our Team as a Call Center Manager

Position Summary: Are you a natural leader with a passion for ensuring exceptional customer service? We're seeking a dedicated Call Center Manager to provide oversight and guidance to our Call Center Representatives, ensuring smooth operations and adherence to our core values at Covenant Family Solutions.

Key Responsibilities:

  • Supervise and lead our team of Call Center Representatives, including daily huddles, individual meetings, and performance management.
  • Collaborate with call center software developers and help desk to optimize performance.
  • Develop and refine processes and procedures to enhance the efficiency of our Call Center Representatives.
  • Conduct interviews for new hires and conduct performance reviews for team members.
  • Manage and respond to help tickets and client concerns, ensuring timely resolution.
  • Work closely with the Chief Operating Officer to ensure key performance indicators are met and implement corrective action when necessary.
  • Assist in managing the Call Center budget and provider availability for new clients.
  • Attend leadership meetings, provide training, and develop agendas for call center meetings.
  • Oversee EAP initial scheduling, billing, and scripting for phone, text, and chat interactions.
  • Conduct call center recording reviews for training purposes and communicate effectively with internal departments.

Requirements:

  • Excellent time management skills with the ability to multitask and perform well under pressure.
  • Strong communication skills, both verbal and written, with a focus on providing exceptional customer service.
  • Proficient computer skills and familiarity with word processing software.
  • Conflict resolution skills and a commitment to maintaining client confidentiality.
  • Bachelor's degree in communications, business management, or related field preferred; associate degree required, or equivalent combination of education and experience.
  • Minimum of two years of experience managing a call center and two years of supervisory experience.
  • One year of experience in behavioral health or related field preferred.
  • Familiarity with Electronic Health Record systems is advantageous.

Join Our Dynamic Team Today If you're ready to lead a team of dedicated Call Center Representatives, ensuring the highest level of service and adherence to our core values, we want to hear from you Apply now to become a vital part of our team at Covenant Family Solutions.


Powered by JazzHR

9o5W6a3GWY


  • Revenue Cycle Fin Rep

    1 month ago


    Cedar Rapids, United States Longwood University Full time

    . This may cause Handshake to work improperly. **Description** Become part of an inclusive organization with over 30,000 diverse employees, whose mission is to improve the health and well-being of the unique communities we serve. Summary: Seeking bilingual Spanish/English Call Center Representatives. Responsible for performing a variety of complex...


  • Cedar Rapids, United States Ruffalo Noel Levitz Full time

    We are always searching for talent to lead our on-campus engagement centers. This posting allows individuals to share their interest in RNL's Engagement Center Manager (ECM) role when there are specific or limited geographic interests. We welcome talent from a variety of industries to review this opportunity. The Engagement Center Manager role is ideal for...


  • Grand Rapids, United States Chervon North America Full time

    Chervon is one of the world’s largest power tool and lawn and garden equipment manufacturers with a rich history of innovation. Chervon’s commitment to build a better world by building better tools is evident in the products we manufacture and our green approach to manufacturing. We focus on hand-held portable power tools, stationary bench tools, laser...


  • Grand Rapids, United States Chervon North America Full time

    Chervon is one of the world's largest power tool and lawn and garden equipment manufacturers with a rich history of innovation. Chervon's commitment to build a better world by building better tools is evident in the products we manufacture and our green approach to manufacturing. We focus on hand-held portable power tools, stationary bench tools, laser and...


  • Grand Rapids, United States Chervon North America Full time

    Job DescriptionJob DescriptionChervon is one of the world’s largest power tool and lawn and garden equipment manufacturers with a rich history of innovation. Chervon’s commitment to build a better world by building better tools is evident in the products we manufacture and our green approach to manufacturing. We focus on hand-held portable power tools,...

  • Customer Service

    5 days ago


    Cedar Rapids, United States Five Star Call Centers Full time

    Job DescriptionJob DescriptionWe are looking for people who enjoy helping others to successfully answer telephone calls from customers inquiring about goods and services from clients of Five Star Call Centers, while providing high-quality service with a helpful, professional attitude.This particular project is assisting clients with inquiries on debit card...

  • Call Center Agent

    1 month ago


    Grand Rapids, United States Xtend Full time

    Job DescriptionJob DescriptionPOSITION SUMMARYThe Member Services Representative Level 1 is responsible for providing day-to-day support for credit union members/callers via inbound & outbound services. This position is required to complete detailed notes when forwarding a request to the credit union either by account tracker or email. Requests able to be...

  • Call Center Agent

    1 month ago


    Grand Rapids, United States Xtend Inc Full time

    POSITION SUMMARY The Member Services Representative Level 1 is responsible for providing day-to-day support for credit union members/callers via inbound & outbound services. This position is required to complete detailed notes when forwarding a request to the credit union either by account tracker or email. Requests able to be handled by a Level 1...


  • Grand Rapids, United States Chervon North America Full time

    Chervon is one of the world’s largest power tool and lawn and garden equipment manufacturers with a rich history of innovation. Chervon’s commitment to build a better world by building better tools is evident in the products we manufacture and our green approach to manufacturing. We focus on hand-held portable power tools, stationary bench tools, laser...


  • Grand Rapids, United States Lake Michigan Credit Union Full time

    Primary Location: Grand Rapids. Employee Status: full-time hourly. Estimated Hours/ Week: 38 Remote: No% of Travel for the Position: 0% What Youll Get: (note varied offerings based on role and hours) Weekly Pay Comprehensive Health & Wellness packag Specialist, Call Center Specialist, Call Center, Technology, Banking


  • Cedar Rapids, United States Ruffalo Noel Levitz Full time

    The Engagement Center Manager (ECM) leads an institution's efforts to connect with alumni, parents and friends of the university; hiring and managing student Engagement Ambassadors (university students who work with RNL as Engagement Ambassadors) and leveraging RNLs engagement platform to deliver personalized outreach to every constituent via text, video,...


  • Cedar Falls, United States Wakefield & Associates Full time

    Job DescriptionJob DescriptionCall Center Representative (Healthcare)ESSENTIAL JOB DUTIESAssist in resolving consumer accounts by answering healthcare service questions; suggesting options for account resolution.Maintain consumer records by updating account information.Resolve accounts by clarifying consumer concerns. Identifying and explaining the best...


  • Cedar Rapids, United States Ferguson Enterprises Full time

    This position oversees a team of salaried and hourly associates working a 2nd Shift at our Waterloo Distribution Center. The role is responsible for the workload planning, production, and execution of a fast-paced operation with the leadership and de Shift Manager, Distribution, Manager, Operations, Shift, Project Management


  • Cedar Falls, United States Wakefield & Associates Inc Full time

    At Wakefield & Associates we succeed as a team, not as individuals. Collaboration and cooperation are prerequisites. Exceptional communication skills are crucial. Competence with computers is valued. Punctual, enthusiastic, quick learners can thrive in our offices. We currently have an open position for a well-organized and motivated Call Center...


  • Grand Rapids, United States DK Security Full time

    Overview DK Security is Michigan's fastest growing security company. Established in 1995, we began as an investigations firm and quickly expanded to provide uniform security, event staff security, loss prevention services, and much more based on the needs of our clients. DK Security can provide you an opportunity to grow, develop and meet new people in a...

  • Call Center Agent

    4 weeks ago


    Grand Rapids, United States Xtend Full time

    POSITION SUMMARYThe Member Services Representative Level 1 is responsible for providing day-to-day support for credit union members/callers via inbound & outbound services. This position is required to complete detailed notes when forwarding a request to the credit union either by account tracker or email. Requests able to be handled by a Level 1...


  • Grand Rapids, United States Xtend Full time

    Job DescriptionJob DescriptionPOSITION SUMMARYThe Member Services Representative is responsible for providing day-to-day support for credit union members/callers via inbound & outbound services. This position is required to complete detailed notes when forwarding a request to the credit union either by account tracker or email. Requests able to be handled by...


  • Cedar Knolls, United States Kessler Rehabilitation Center Full time

    Overview Kessler Rehabiliation Center Outpatient  Location: 99 Ridgedale Avenue Cedar Knolls, NJ Position: Physical Therapist Center Manager Status: Full-Time ** MUST have at least 3 years experience as an outpatient DPT ** ** Up to a $10,000 sign on bonus ** Are you an emerging leader ready for the next advancement in your professional clinical...

  • Registered Nurse

    3 weeks ago


    Cedar Rapids, United States Premise Health Full time

    Essential Functions Oversees the overall management of a medium size health center (2+ regularly scheduled employees) Provides a moderate amount of time (15- 50%), dedicated to patient care and/or technical expertise as needed. Manages technical Team Leaders and monitors all daily operational processes for Medical Leaders and providers Compiles input...

  • Call Center Agent

    1 month ago


    Grand Rapids, United States CU* Answers Full time $14 - $15

    Call Center Agent - Second ShiftPOSITION SUMMARY:The Member Services Representative is responsible for providing day-to-day support for credit union members/callers via inbound & outbound services. This position is required to complete detailed notes when forwarding a request to the credit union either by account tracker or email. Requests able to be handled...