Call Center Operations Manager
2 weeks ago
Job Summary:
We are seeking a highly skilled Call Center Manager to lead our team of customer service representatives in providing exceptional service to our patients. As a Call Center Manager, you will be responsible for ensuring the operational flow and routine of the call center is at peak efficiency.
Key Responsibilities:
- Manage a team of 10-11 customer service representatives
- Provide excellent customer service and ensure high-quality interactions with patients
- Manage work flows and ensure the team is working efficiently to meet patient needs
- Complete monthly and quarterly reports and adhere to KPI standards
- Conduct monthly reviews with managers to update on patient accounts
- Conduct one-on-one's with staff, respond to questions, and provide coaching and development opportunities
- Train, develop, and retain new representatives
- Participate in meetings with senior leadership to discuss patient experience and operational efficiency
Requirements:
- Stability in work experience and a proven track record of success in a call center environment
- Call center experience, ideally in healthcare, with a focus on customer service and patient experience
- Previous management experience, with a focus on team leadership and development
- Proficiency in using MS Office applications and EMR systems
Addison Group is an Equal Opportunity Employer. We are committed to providing a supportive and inclusive work environment for all employees and applicants.
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