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Member Experience Manager

2 months ago

Atlanta, United States HealPros LLC Full time

The Member Experience Manager will manage the day-to-day operations and performance of the HealPros inbound call center - the Member Experience Team. In this role you will resolve call center issues and provide support and motivation to call center agents through feedback and performance reviews to ensure HealPros QA standards. This role will be responsible for coaching and training call center representatives.

Key Responsibilities:

  • Orchestrate the recruitment, training, and mentoring of call center staff to uphold exceptional service standards and adhere to organizational goals and policies.
  • Oversee performance metrics, ensuring optimal team productivity and efficiency. Conduct evaluations and enforce disciplinary measures when required.
  • Engage in regular consultations with the Management Team to discuss employee performance and operational strategies.
  • Utilizes advanced reporting tools and call recording software to supervise work and implement necessary managerial interventions.
  • Manage staff rosters, accommodating leave requests while guaranteeing adequate coverage through strategic scheduling and overtime allocation.
  • Compile comprehensive daily and monthly operational reports, analyzing metrics such as call volume, abandonment rates, and average handling time.
Required Skills and Qualifications:
  • Previous experience in Call Center Manager Role (Healthcare Industry preferred)
  • Experience working with multiple software systems
  • Strong written and verbal communication skills
  • Strong coaching and training skills
  • Previous experience with HIPAA Guidelines
  • Strong problem-solving skills


Location: This position is an in-office position and requires the person to be in the office the following days: Monday through Friday