Pailin Group Executive Search
Call Center Manager
Job Summary:
We are currently seeking an experienced Call Center Manager to work in Valencia Call Center. Agents process telephone orders from patients and referral sources in a fast paced, high volume environment. The primary function of this position is to manage all employee, operation and activity involving telephone customer support.
Benefits:
Medical, Dental and Vision
401(k)
Personal, Sick and Vacation Days
Flexible Spending Account
Life & Disability Insurance
Education Assistance
Employee Discounts
Key Job Responsibilities:
Oversee development of departmental policies and procedures
Develop short and long term goals for Contact Center Department
Ensure training and development of staff
Manage and coordinates implementation of customer service systems
Work with Quality Assurance Specialist to ensure that program goals and quality service are being achieved
Conduct studies and submits recommendations for improving contact center operations
Manage contact center departmental budget
Oversee coordination of training for customer service agents on new products
Provides post-event reports, analysis, and regular status reports on contact center operations. Including Flash Report and Business Plan
Identify operational issues and duties that benefit sales and productivity
Analyze “Month End Reports” for effectiveness in generating additional sales and calculate incentives to be paid to supervisors and Assistant
Analyze daily, weekly, and monthly phone system reports
Analyze Press-Ganey customer service reports
Deliver performance reviews to staff and oversee preparation of performance reviews by the supervisors
Interview, select, ensure orientation, training and when necessary discipline and/or discharge of personnel
Miscellaneous projects as assigned by director
Work with WFM Specialist to achieve acceptable schedule adherence
Experience/Qualifications/Education:
BA/BS degree in Business Administration, Management, or related discipline preferred
4+ years management experience, preferably in a call center environment
5+ years experience in a customer service/call center environment
Strong organizational, communication, and leadership skills
Proficient in Microsoft Word and Microsoft Excel
TO APPLY forward resume and salary requirements to Roxxanne Miller at rmiller@pailingroup.com
