Hotline: 678-408-1354

Call Center Manager

Quality Medical Partners Fort Lauderdale, FL 33309 Information Technology

Full Job Description

If you’re ready to build a successful and rewarding career with an industry-leading company, we may have just the perfect fit for you!

We are seeking a Contact Center Manager to lead a team of Contact Center Representatives. You will develop, coach and manage a team of talented Contact Center Representatives to exceed company goals.

If you are looking for an exciting opportunity where you can grow your career, and if you meet our qualifications, we definitely want to talk with you.

Responsibilities

  • Manage daily call center activities to ensure a culture of professionalism, discipline and accountability.
  • Develop effective call scripts for various call campaigns to optimize call center productivity.
  • Develop, implement and maintain performance metrics to ensure call center resources are meeting productivity objectives.
  • Design, implement and maintain quality assurance processes to ensure call center representatives maintain a high level of professionalism and customer service on the phone.
  • Ensure all scheduling information and call notes are consistently and accurately maintained in the system.
  • Managing, supervising, and coordinating the activities of call center professionals in providing telephone customer related services.
  • Setting up and meeting performance goals and targets for speed, efficiency, and quality.
  • Manage contact center operations based on KPIs, metrics, SLAs and other relevant daily performance data.
  • Maintaining current knowledge of industry new developments, productions, and involvement in network communication.
  • Recording statistics, performance levels and user rates of the contact center and preparing reports.
  • Planning and maintaining staffing model based on business needs.
  • Ensure proper staffing, training & retention, consistent processes & procedures implementation, and achievement of operational objectives
  • Continuously Analyze and propose / execute process improvement plans for patient service teams and systems.
  • Partner with senior executive team and department heads to align patient service objectives, strategies, policies & procedures, and systems with the organization’s marketing and advertising objectives.
  • Motivating, coaching, and retaining staff as well as coordinating reward, bonus, and incentive plans.
  • Handling escalated customer inquiries or complaints.

    • Qualifications

  • Three or more years managing a call center.
  • Prior experience on the implementation of contact center software is required.
  • Highly experienced user of Microsoft Excel
  • Healthcare experience a plus, but not required
  • Strong leadership and motivational skills.
  • Strong analytical skills, with great attention to details.
  • Excellent capability to conduct effective/productive meetings.
  • Ability to prioritize, multi-task and adapt to a fast paced team oriented environment.
  • Proven ability to manage projects, show initiative and think outside the box.
  • Sound judgment in decision making ability.
  • Excellent interpersonal skills.
  • Flexibility with working hours, which may include hours outside of normal scheduled work hours
  • Bachelor’s degree is preferred

    • Benefits

  • Competitive salary based on experience
  • Health insurance
  • Dental insurance
  • Vision insurance
  • Paid time off

    • Job Type: Full-time

    Pay: $22.00 – $36.00 per hour

    Benefits:

  • Dental insurance
  • Employee discount
  • Health insurance
  • Paid time off
  • Vision insurance

    • Schedule:

  • 8 hour shift

    • Ability to Commute/Relocate:

  • Fort Lauderdale, FL 33309 (Preferred)

    • Experience:

  • call center management: 3 years (Preferred)

    • Work Location:

  • One location

    • Benefit Conditions:

  • Only full-time employees eligible

    • Work Remotely:

  • No
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    Contact Us

    Eltas EnterPrises Inc.
    3978 Windgrove Crossing
    Suite 200A
    Suwanee, Georgia
    30024, USA
    contact@eltasjobs.com

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