Call Center Manager - Urgent Position

Job Title Call Center Manager Client Company/Dept. Name Memorial Healthcare System Address 3501 Johnson St, City Name Hollywood State Name FL-Florida Zip Code 33021 If others (Address) Bill Rate Min: $ Max: $ Pay Rate Min: $ Max: $ Mark up % (if any) Duration of the project Project Start Date Project End Date 3 years No. of Openings 1 No. of Maximum Submissions 1 Job Description The Call Center Manager will serve as a member of the operational management team, will participate in the set-up of the organization's.
Oversees the daily operations of the Call Center and escalates concerns to General Manager appropriately.
Maintains knowledge base for the IT systems, operational procedures and any specific additional customer requirements.
Conducts Quality Assurance activities (e.g., call monitoring, database review, coaching) which focuses on the continuous improvement of the quality, consistency, compliance, and accuracy of verbal and written communications.
Utilizes tools to monitor qualitative is providing excellent customer service.
Evaluates adherence to policies/procedures and institutes corrective action when needed; includes reviewing adverse events and product quality complaints to ensure compliance with Corporate SOPs.
Assists s with challenging times when peak volumes are achieved or personnel are absent.
Contributes to the product knowledge development and training of employees within the team.
Compile, analyze, and provide call center operations reports on a regular basis. Monitors patient intake process and proactively communicates trends to stakeholders and strategically uses trends to guide and modify operations.
Monitors call volume and related activities on a daily basis; provides management with periodic reports to facilitate staffing/process decisions.
Contributes to establishing the goals and objectives for the group.
Responsible for providing superior quality customer support through active listening, asking clarifying questions, demonstrating patience and empathy, while ensuring issue
resolution. Leads by example on effective use of soft phone skills. Demonstrates consistent, superior customer service, even with difficult callers and situations.
Identifies/obtains pertinent data, and accurately processes any reported adverse events (AEs) and product quality complaints (PQCs), in accordance with policy and procedures.
Identifies/obtains pertinent data, and accurately processes any reported adverse events (AEs) and product quality complaints (PQCs), in accordance with policy and procedures.
Conducts business in accordance with company values. Completes all assigned SOPs and training within designated timeframe and adheres to job-specific SOPs and work instructions.
Demonstrates the ability to organize and prioritize assigned workload and to employ efficient time management strategies when performing medical information activities.
Ensures new hire training is comprehensive and completed within defined timelines, resulting in an employee's ability to work independently.
Ensures training documents for all direct reports are comprehensive and up to date.
Makes decisions regarding personnel, including the hiring of staff, disciplinary actions and performance appraisals.
Proven experience overseeing all tasks described above.
4-6 years of experience managing call center operations required.
People management experience necessary.
Proven track-record in launching and leading new a call center operation in the healthcare space.
Progressive managerial responsibilities with background in operation of Customer Service environment. Skill set info Experience with EPIC and Service Now. Minimum 5+ years of experience Education Certifications (if required) Documentation Required for submission Work Hours Account Manager Name (Proposal Team) Work authorization required US Citizen Only Relocation is accepted No Remote work Yes Additional Notes if any