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Call Center Manager
3 months ago
Are you looking to find personal and professional fulfillment, and align your career with your values?
At Gateway Foundation, our employees have an opportunity to make a difference every day by helping people with substance abuse issues gain control of their lives.
Gateway Foundation is a recognized non-profit leader in evidence-based treatment proven to get results. Our experts in Addiction Medicine—including highly educated clinical and medical professionals and expert psychiatrists and nurses—deliver care that never stops. Throughout Gateway’s proud history of helping others, dedicated and professional employees have been vital to accomplishing our life-saving mission.
If you are a collaborative professional who shares our commitment to helping people with substance abuse and mental health issues turn their lives around - Gateway Is The Place For You.
**The Call Center Manager is responsible for**:
- Manages the daily operations of a call center; supervises and assigns work to staff responsible for responding to inbound and outbound customer inquiries about substance use disorder and mental health services and scheduling patients for treatment.
- Monitors random calls, gathers and tracks call quantities, forecast call volume and identifies quality improvements.
- Develops KPIs and success metrics for operations-focused call center performance.
- In conjunction with leadership, designs service standards in alignment Gateway Foundation’s strategic plan goals and objectives; and makes appropriate budget recommends for area of responsibility.
- Develops and administers training manuals and program guidelines to establish consistent key indicators and policies for telephone scripts, call center training, contingency programs, and backup planning.
- Periodically evaluates systems in coordination with Information Systems to ensure they are cost efficient, externally competitive, administratively sound, and meet the needs of the department; makes recommendations on same.
- Interviews, hires and evaluates the performance of assigned staff; assigns and schedules work, recognizes staff performance, and recommends discipline and discharge of assigned staff as necessary to ensures optimal performance and adherence to attendance policies.
- Participates in recommending and developing policies and procedures for call center operations and implements procedures to improve the efficiency of operations. Identifies barriers to delivering optimal customer service in response to clients’ needs and makes recommendation for corrective action.
- Gathers internal and external data to report on the performance, call volume, tracking and conversion rates of incoming calls for review by senior management. Develops and augments tracking programs, systems, and other tools as required.
- Oversees the operation of various internal systems which include but are not limited to; call monitoring, call tracking, texting systems, internet chat programs, and call volume analysis programs.
- Participates in various special projects or assignments, as an individual or team leader, such as creating databases and reports, evaluating procedures; and contributing expertise in development of proposals, recommendations, and strategies that promote achievement of overall goals and business plans.
**Requirements**:
- Bachelor’s degree in business administration, information systems, or related field.
- Five years of progressive experience, growth and responsibilities in a call center with at least two years management experience. Experience in the healthcare, substance use, mental health or related field experience is a plus.
- Interpersonal skills necessary to oversee and direct the work of others, to present information effectively in person or in writing, to clearly communicate with Gateway managers and employees, regulatory agencies and to negotiate and manage vendor contracts.
- Analytical skills necessary to organize and coordinate assigned operations and activities, develop call center and customer service strategies and goals, identify emerging call center and customer service needs and trends, identify and resolve problems, and design and analyze statistical reports and so forth.
**Physical Requirements**:
- Ability to communicate with others, in groups or individually, to gather and present information.
- Ability to proofread, check and verify data and text from printed form and computer monitor display.
- Ability to use a keyboard and video display terminal to enter, retrieve, and/or audit information and data.
**Competitive Compensation and Benefits**:
Gateway Foundation values its employees and provides an inclusive and diverse work environment where dedicated employees can make a difference. We are committed to engaging and rewarding our employees in meaningful ways. For eligible employees, we provide a Total Rewards Package that includes:
- Gateway is a qualified employer for Public Service Loan Forgiveness (PSLF)
