Call Center Operations Manager

2 days ago


Phoenix, Arizona, United States HealthOp Solutions Full time
Job Title: Call Center Supervisor

Job Summary:

The Call Center Supervisor at HealthOp Solutions is responsible for overseeing the daily operations and staff of the call center. This position requires strong leadership and management skills, excellent communication, and the ability to handle demanding situations.

Key Responsibilities:

1. Supervise daily operations in the call center, ensuring efficiency, quality, and performance targets are met.

2. Train, develop, and manage a team of call center agents, providing feedback and coaching where necessary to improve individual performance.

3. Monitor conversations between agents and customers to ensure adherence to quality standards and customer satisfaction.

4. Handle and resolve escalated customer complaints and issues.

5. Implement and review call center protocols, procedures, and guidelines.

6. Generate and analyze performance reports, identifying trends and areas for improvement.

7. Liaise with other departments as required to ensure customer issues are resolved and services are delivered efficiently.

8. Foster a positive and motivated work environment, promoting team collaboration and high morale.

9. Work with the HR department in recruitment and training of new employees.

10. Perform administrative duties, including budgeting, scheduling, and staffing decisions.

Requirements:

1 year of supervisor experience in a call center or medical practice setting

Spanish Speaking (Ideal but not required)

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