Call Center Operations Manager

2 weeks ago


Edina, Minnesota, United States Addison Group Full time
Job Title: Call Center Manager

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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