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Call Center Manager

3 months ago

Nashville, United States Integreon Full time

Responsibilities and Duties:

Provide key decisions in implementing telephony platform Training and leading call center agents as they provide support for impacted individuals. Manage between 5-10 call center agents Develop a staffing plan based on call volume and ensure that appropriate resources are in place at all times Manage department workload by monitoring productivity and service quality, and ensuring team performance meets and exceeds KPIs and SLAs Work with outside call center vendors to establish processes and procedures to scale agents, as needed. Appropriately prioritize team and individual goals to effectively achieve business objectives Report, analyze and communicate results from agent and over all call center metrics and escalations. Receive and handle escalated customer concern calls with courtesy, empathy, and compassion. Effectively manage communications with all internal and external stakeholders Conduct escalation outreach to customers, who request, or need, managerial assistance Promptly report any service issues to the appropriate business leader to ensure customer satisfaction is maintained. Perform administrative duties to assist with the overall efficiency of the operation. Communicate initiatives, operational changes, and other information to the team Perform other duties as assigned.

Knowledge, Skills and Abilities:

Required experience: Call Center Management 3+ years. Strong negotiation skills with the ability to communicate clearly in a positive, nurturing manner. Ability to perform multiple tasks in a fast-paced environment. Exceptional interpersonal and communication skills both written and verbal. Function in a team environment. Leverage technology to continuously enhance team performance and the client experience Experience with Microsoft Office Suite Experience with live chat and inbound email support Experience in Insurance, Healthcare, or Financial industries