Call Center Manager

This is a fully remote position, open to applicants in Kentucky.

📋 Description

• Direct a team of call center representatives engaging with patients via phone.

• Supervise all facets of daily team operations.

• Facilitate the onboarding process for new team members and ensure they reach full proficiency.

• Track productivity metrics such as wait times and call abandonment rates.

• Address and resolve issues and complaints while assisting with escalated calls.

• Share solutions, successes, and areas for improvement with the team.

• Conduct call monitoring, coaching, training, disciplinary actions, and performance evaluations.

• Keep employee resources and training materials accurate, accessible, and up-to-date.

• Promote team development and enhance customer service quality.

• Monitor attendance, daily performance statistics, and manage paid time off and sick leave.

• Review, update, and maintain department policies and procedures.

• Ensure that the team meets daily quality and productivity objectives.

⛳️ Requirements

• Must reside in the United States.

• A minimum of 3 years of management experience, including hiring, training, coaching, and disciplinary actions.

• At least 3 years of experience in call/contact center management, particularly with inbound and outbound call programs.

• Experience in healthcare image scheduling is preferred.

• Bachelor's Degree is required.

🏝️ Benefits

• 401k plan.

• Paid Time Off (PTO).

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• Tuition reimbursement program.

• Employee Assistance Program.

• Competitive salary and benefits package.

• Equal Employment Opportunities are provided.