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.

  • Call Center Manager

    4 days ago

    Atlanta, United States United Clothing Donation Services Full time

    Job DescriptionJob DescriptionJob title: Call Center Manager Classification: Exempt Reports to: Director of Collections Job overview:A Team Manager is responsible for successfully guiding daily functions of a Call Center and insuring continuous training is being provided. A Team Manager is accountable for attaining or exceeding campaign goals and maintaining...

  • Call Center Manager

    2 weeks ago

    Atlanta, United States United Clothing Donation Services Full time

    Job DescriptionJob DescriptionJob title: Call Center Manager Classification: Exempt Reports to: Director of Collections Job overview:A Team Manager is responsible for successfully guiding daily functions of a Call Center and insuring continuous training is being provided. A Team Manager is accountable for attaining or exceeding campaign goals and maintaining...

  • Emergency Management Specialist

    2 weeks ago

    Atlanta, United States Federal Emergency Management Agency Full time

    Summary Experience in floodplain management and the National Flood Insurance Program (NFIP), community planning, permitting, ordinance review as well as providing technical assistance to communities, drafting/giving meetings, and conducting training. Duties What will I do in this position if hired? In this Emergency Management Specialist...

  • Call Center

    4 days ago

    Atlanta, United States Chicken Salad Chick Pooler Full time

    Responsibilities * Providing first-line support to both internal and external customers via phone and email, addressing order fulfillment, product inquiries, information clarification, research, and delivering prompt and optimal solutions. * Acting as the primary escalation point for Order Management issues, working closely with retail teams to ensure...

  • Call Center

    4 days ago

    Atlanta, United States Chicken Salad Chick Full time

    **Description** Responsibilities + Providing first-line support to both internal and external customers via phone and email, addressing order fulfillment, product inquiries, information clarification, research, and delivering prompt and optimal solutions. + Acting as the primary escalation point for Order Management issues, working closely with retail...

  • Call Center Representative

    4 days ago

    Atlanta, United States Tone Talk Tel Full time

    About us: At Tone Talk Tel, we’re not just your average call center provider. We’re a team of enthusiastic communicators, tech wizards, and customer service aficionados who are passionate about creating positive interactions. Whether you’re a small startup or a large corporation, we’re here to help you manage your calls with a touch of personality...

  • Call Center

    2 weeks ago

    Atlanta, United States SSRG Cake, LLC - 07 Full time

    Job DescriptionJob DescriptionResponsibilitiesProviding first-line support to both internal and external customers via phone and email, addressing order fulfillment, product inquiries, information clarification, research, and delivering prompt and optimal solutions.Acting as the primary escalation point for Order Management issues, working closely with...

  • Call Center

    18 hours ago

    Atlanta, United States Chicken Salad Chick Full time

    Description Responsibilities Providing first-line support to both internal and external customers via phone and email, addressing order fulfillment, product inquiries, information clarification, research, and delivering prompt and optimal solutions. Acting as the primary escalation point for Order Management issues, working closely with retail teams to...

  • Call Center Supervisor

    4 days ago

    Atlanta, United States Serenity Healthcare Full time

    Job DescriptionJob DescriptionCall Center Supervisor - Onsite **Location: Atlanta-Sandy Springs, GA*Are you ready to lead a team that plays a pivotal role in transforming lives and revolutionizing healthcare? Serenity, a leader in healthcare technology, is seeking a dynamic and mission-driven Call Center Supervisor. Our mission is to empower individuals to...

  • Call Center Supervisor

    2 weeks ago

    Atlanta, United States Serenity Healthcare Full time

    Job DescriptionJob DescriptionCall Center Supervisor - Onsite **Location: Atlanta-Sandy Springs, GA*Are you ready to lead a team that plays a pivotal role in transforming lives and revolutionizing healthcare? Serenity, a leader in healthcare technology, is seeking a dynamic and mission-driven Call Center Supervisor. Our mission is to empower individuals to...

  • Call Center Agent

    3 days ago

    Atlanta, United States Fresh Form Draft Full time

    Call Center AgentDepartment: Craftexcom Employment Type: Full Time Location: Atlanta, GA Compensation: $19.50 - $30.00 / hour Description Welcome to Craftexcom, the dynamic and innovative marketing company that brings brands to life through unparalleled creativity and strategic brilliance. With a passion for all things marketing, we are committed to...

  • Call Center Representative

    2 weeks ago

    Atlanta, United States Artisprint Full time

    DescriptionJob Title: Call Center RepresentativeOverview: We are seeking a motivated and customer-focused Call Center Representative to join our dynamic team. As a Call Center Representative, you will be the first point of contact for our customers, providing exceptional service and resolving inquiries promptly. You will handle a high volume of incoming...

  • Bilingual Call Center Representative

    1 week ago

    Atlanta, United States In the Network LLC Full time

    Job DescriptionJob DescriptionWanted: Bilingual Call Center Representative in AtlantaWe are looking for a self-motivated Bilingual Call Center Representative in Atlanta to answer incoming nationwide calls, provide referrals to doctors or attorneys, setup with initial case management and ensure the smooth running of the office and effective case management....

  • Call Center Agent

    5 days ago

    Atlanta, United States Craftexcom Full time

    Job DescriptionJob DescriptionDescriptionWelcome to Craftexcom, the dynamic and innovative marketing company that brings brands to life through unparalleled creativity and strategic brilliance. With a passion for all things marketing, we are committed to delivering exceptional solutions that connect businesses with their target audience in the most...

  • Call Center Representative

    4 days ago

    Atlanta, United States SENTA Partners Full time

    DescriptionThe Call Center Representative is an active role which includes support in the areas of customer service and patient communications. This individual is primarily responsible for scheduling patients with clinic physicians. The Call Center Representative works under direct supervision to create a favorable impression with customers and ensures that...

  • Call Center Agent

    5 days ago

    Atlanta, United States Fresh Form Draft Full time

    DescriptionWelcome to Craftexcom, the dynamic and innovative marketing company that brings brands to life through unparalleled creativity and strategic brilliance. With a passion for all things marketing, we are committed to delivering exceptional solutions that connect businesses with their target audience in the most compelling and effective...

  • Call Center Representative

    4 days ago

    Atlanta, United States SENTA Partners Full time

    DescriptionThe Call Center Representative is an active role which includes support in the areas of customer service and patient communications. This individual is primarily responsible for scheduling patients with clinic physicians. The Call Center Representative works under direct supervision to create a favorable impression with customers and ensures that...

  • Nurse Manager Call Center

    3 weeks ago

    Atlanta, United States Department Of Veterans Affairs Full time

    Summary The Atlanta VA Healthcare System is seeking Registered Nurses for the position of Nurse Manager for the Call Center Service line Duties ...

  • Nurse Manager Call Center

    2 weeks ago

    Atlanta, Georgia, United States Department Of Veterans Affairs Full time

    SummaryThe Atlanta VA Healthcare System is seeking Registered Nurses for the position of Nurse Manager for the Call Center Service lineDutiesNurse Manager Duties:Supervisory authority, responsibility, and accountability for the 24/7 operations, ensuring personnel provide timely nursing care which complies with accepted standards of clinical...

  • Remote Call Center Representative

    2 weeks ago

    Atlanta, United States Creative Corner Staffing, Inc. Full time

    Job DescriptionJob DescriptionJob title: Inbound Customer Service Call Center (Multiple roles, Variety of Clients)Location: RemotePay: $10.00 - $17.00 per hour negotiable • Provide support for existing and prospective clients via inbound telephone calls. • Responsibilities include supporting customers who contact for reasons such as: • Placing an...