Call Center Operations Manager

5 days ago

Virginia Beach, Virginia, United States Livanta Full time
Job Summary

The Call Center Manager will oversee daily operations, manage call center staff, and ensure the highest level of customer service is provided. In this role, you will be responsible for developing and implementing call center strategies, monitoring performance metrics, and driving team performance to meet and exceed established goals.

Key Responsibilities
  • Manage call center staff to ensure quality performance and production levels consistent with Livanta's standards and meet CMS' contractual requirements.
  • Identify, distribute, and balance workload and tasks among staff in accordance with departmental needs, established work flow, and skill level.
  • Provide leadership and assist the team in selecting and applying appropriate problem-solving methods and techniques.
  • Monitor and report on the status and progress of work, making day-to-day or hour-to-hour adjustments in accordance with established priorities.
  • Check work in progress or spot-check and review completed work to ensure instruction on work priorities, work sequence, procedures, methods, deadlines, and quality have been met.
  • Amend or reject work not meeting established standards, referring to supervisor questions or matters not covered by standards and any identified problems in meeting internal and external performance standards.
  • Provide technical and morale support to staff.
  • Conduct personnel administration duties, including interviewing, hiring, maintaining attendance, and approving timekeeping.
  • Prepare and deliver timely staff performance appraisals, enforcing Livanta's policies, and applying disciplinary action when needed.
  • Initiate and coordinate ongoing training schedules for new and existing call center staff.
  • Review and analyze call center management statistics to meet targeted metrics and overall performance objectives.
  • Participate in the continuous improvement process to identify quality issues and recommend solutions.
  • Facilitate the effective resolution of client and provider customer services-related issues/complaints.
  • Develop and facilitate the establishment of new and existing procedures to ensure the accuracy and integrity of the call center and assist with updating working documents and manuals.
  • Protect the confidentiality of patient information through compliance with the Health Insurance Portability and Accountability Act (HIPAA) and the Health Information Technology for Economic and Clinical Health Act (HITECH).
Requirements
  • Call center supervisory experience using call center management tools and technologies.
  • Strong technical writing skills in terms of documentation, procedures, scripts, etc.
  • Strong desktop application tool experience (i.e., MS Word, Excel, Windows, Internet Explorer, etc).
  • Knowledge of CMS, Medicare, and the BFCC-QIO programs or health-related business experience.
Education
  • A Bachelor's degree is required, plus two years of experience related to a majority of the essential functions of the job, or four years of experience related to the essential functions of the job.
  • Formal training in Call Center Management is preferred.
Skills
  • Excellent written and verbal communication skills.
  • Strong analytical ability and problem-solving skills.
  • Ability to manage others and work as a team member by maintaining good working relationships with co-workers, management, and customers.
  • Ability to enforce management direction and discipline in the call center.
  • Ability to organize and coordinate multiple simultaneous tasks in a team environment.
  • Experience and skill in word processing, basic spreadsheet, and presentation software applications; familiarity with database software programs (Microsoft Office).
Desired Characteristics
  • Must be flexible and proactive in covering and overseeing services provided by the area or function under the Director's control.
  • Requires establishment and maintenance of good professional relationships with people at all levels within the company as well as physicians and others outside of the company.

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