Call Center Manager

5 days ago


Miami, United States Independent Living Systems Full time

About the Role:

We are seeking a highly skilled Call Center Manager to join our team at Independent Living Systems (ILS). ILS, along with its affiliated health plans known as Florida Community Care and Florida Complete Care, is committed to promoting a higher quality of life and maximizing independence for all vulnerable populations. As the Call Center Manager, you will be responsible for overseeing the daily operations of our call center, ensuring that our customers receive the highest level of service. Your main objective will be to manage and motivate a team of call center agents to achieve their goals and exceed customer expectations. You will also be responsible for analyzing call center data and implementing actions to improve performance and customer satisfaction.

Minimum Qualifications:

  • Associates degree
  • 3+ years of experience in customer service and/or call center management
  • Proven track record of improving call center performance and customer satisfaction
  • Excellent communication and leadership skills
  • Strong analytical and problem-solving skills
  • Relevant experience may substitute for the educational requirement on a year-for-year basis

Preferred Qualifications:

  • Experience in the Health Care Services industry
  • Experience managing outbound call centers
  • Experience with health plan services and customer retention
  • Experience conducting customer surveys

Responsibilities:

  • Manage and motivate a team of call center agents to achieve their goals and exceed customer expectations
  • Oversee the daily operations of our call center, ensuring that our customers receive the highest level of service
  • Analyze call center data and implement strategies to improve performance and customer satisfaction
  • Implement customer service training programs for call center agents
  • Collaborate with other departments to ensure a seamless customer experience

Skills:

As the Call Center Manager, you will utilize your strong communication and leadership skills to manage and motivate a team of call center agents. Your analytical and problem-solving skills will be essential in analyzing call center data and implementing strategies to improve performance and customer satisfaction. Your experience in call center management and customer service training will be utilized in developing and implementing training programs for call center agents. Your experience in with health plan services, managing outbound call centers, and conducting customer surveys will be beneficial in ensuring a seamless customer experience.



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