Call Center Operations Manager

4 weeks ago


Phoenix, Arizona, United States HealthOp Solutions Full time

HealthOp Solutions is seeking a skilled Call Center Operations Manager to oversee the daily operations and staff of our call center. As a key member of our team, you will be responsible for ensuring high levels of customer service and resolving customer complaints in a prompt and professional manner.

Job Responsibilities:
  • Supervise Daily Operations: Ensure efficiency, quality, and performance targets are met in the call center.
  • Train and Develop Team Members: Provide feedback and coaching to improve individual performance and develop a high-performing team of call center agents.
  • Monitor Customer Interactions: Ensure adherence to quality standards and customer satisfaction through monitoring conversations between agents and customers.
  • Escalate and Resolve Customer Complaints: Handle and resolve escalated customer complaints and issues in a timely and professional manner.
  • Implement Protocols and Procedures: Develop and review call center protocols, procedures, and guidelines to ensure optimal performance and customer satisfaction.
  • Analyze Performance Reports: Generate and analyze performance reports to identify trends and areas for improvement, making data-driven decisions to drive business results.
  • Liaise with Other Departments: Collaborate with other departments to ensure customer issues are resolved efficiently and services are delivered effectively.
  • Foster a Positive Work Environment: Promote team collaboration, high morale, and a positive work environment, recognizing and rewarding outstanding performance.

About the Role: We are seeking an experienced supervisor with a strong track record of leading high-performing teams and driving business results. The ideal candidate will have 1 year of supervisor experience in a call center or medical practice setting, with excellent communication and leadership skills.

What We Offer: In addition to a competitive salary range of $47,000 - $56,000 per year, we offer a comprehensive benefits package including medical, dental, and vision coverage, as well as paid time off and a 401(k) retirement plan.



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