OB/GYN Call Center Operations Manager

2 weeks ago


Wayne, Pennsylvania, United States Pennsylvania Medicine Full time
Job Title: OB/GYN Call Center Operations Manager

Penn Medicine is dedicated to delivering exceptional patient care, conducting innovative research, and educating future healthcare professionals. As an OB/GYN Call Center Operations Manager, you will play a critical role in ensuring the smooth operation of our call center, providing exceptional customer service, and driving business results.

Key Responsibilities:
  • Manage and oversee the day-to-day operations of the OB/GYN Call Center, ensuring timely and effective resolution of customer inquiries and issues.
  • Develop and implement strategies to improve customer satisfaction, reduce call abandonment rates, and increase first-call resolution rates.
  • Collaborate with cross-functional teams, including clinical and administrative staff, to ensure seamless communication and coordination.
  • Monitor and analyze key performance indicators (KPIs), such as call volume, average handle time, and customer satisfaction scores, to identify areas for improvement and implement data-driven solutions.
  • Provide coaching, training, and development opportunities to call center staff to enhance their skills and knowledge.
  • Stay up-to-date with industry trends, best practices, and regulatory requirements to ensure compliance and excellence in call center operations.
Requirements:
  • 5+ years of experience in call center management, with a focus on customer service, operations, and team leadership.
  • Proven track record of improving customer satisfaction, reducing call abandonment rates, and increasing first-call resolution rates.
  • Strong analytical and problem-solving skills, with the ability to collect and analyze data, identify trends, and implement data-driven solutions.
  • Excellent communication and interpersonal skills, with the ability to collaborate with cross-functional teams and build strong relationships with customers and staff.
  • Bachelor's degree in Business Administration, Communications, or a related field.


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