Overview
Are you a strategic thinker with a passion for people, performance and HEALTHCARE? Do you thrive in fast-paced environments and love the buzz of a busy call center?
If yes, then you just might be our next Call Center Operations Manager!
The Operations Manager is responsible for directly supervising and coordinating the day-to-day activities of the Operations and Account Management employees to ensure optimal level of call center operations, quality, customer services and sales metrics are achieved, and client needs are being consistently met. Maintains adherence to Carenet company policies, procedures, and philosophies.
Compensation: $50,000.00 annually
Responsibilities
Key Responsibilities:
- Optimize Operations:
- Develop and implement strategies to improve call center performance, efficiency, and customer satisfaction.
- Analyzes activity and statistical operational data, including call volume, service level standards, performance, and quality metrics.
- Plans and prepares employee work schedules to ensure accuracy and efficiency.
- Innovate Solutions:
- Utilize data and analytics to identify trends and opportunities for improvement.
- Continuously reviewing contract management ensuring total understanding of scope of services being provided and financial and contractual parameters agreed upon.
- Training and Development:
- Oversee the training program to ensure agents are equipped with the skills and knowledge they need to succeed.
- Mentor and motivate teams to enhance their skill level. Reward individuals through the creation of incentive and motivational programs.
- Actively involved in the recruitment and hiring of new employees including staff planning and workforce management.
- Quality Assurance:
- Maintain high standards of quality and consistency in customer interactions.
- Customer Advocate:
- Ensure the voice of the customer is heard and their needs are met with empathy and excellence.
- Primary point of contact for team and departmental questions, issues and escalations.
Qualifications
Working Conditions
The working conditions and physical demands described here are representative of those that are typical of the job and must be met by the Team Member to successfully perform the essential functions of this role. Reasonable accommodations, as defined by the ADA, may be made to enable a qualified individual with a disability to satisfactorily perform the essential functions of their role.
Working conditions: This role routinely uses standard office equipment such as computers, phones, headsets, photocopiers, and fax machines. Team Member will be typically exposed to office noises and interruptions such as printers, phones, and callers.
Physical Demand: This is a largely sedentary position which requires Team Member to remain stationary for the majority of the work day. The Team Member will need to occasionally move about inside an office setting to access office machinery. The Team Member will constantly use good manual dexterity with repetitive motions of wrists, hands, and fingers.
The job duties listed in this job description may not be inclusive of all requirements of this position. Other duties may be assigned by your supervisor. I understand the above job requirements and duties. I certify that I am able to perform the above job functions, with or without reasonable accommodations.
Additional Information:
Note: Completion of assessments may be required before an applicant can move forward. Completing assessments must be done independently. Any discovery of unauthorized completion, whether during or after the hiring process, will result in disqualification or termination.
Carenet Health is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.
Please note that we are not accepting resumes for this position from external staffing agencies or recruiters. To be considered for this role, please submit your application directly through our official career portal.
#INDSS
