Manager, Call Center Operations

About the role

The Manager of Call Center Operations reports to the Director, Call Center Operations (Ambulatory).

Responsibilities

• Provides visible and proactive management to maintain effective operations and promote customer satisfaction.
• Maintains daily operational call center activities including supervision of Leads, Trainers, and Referral Management Specialists to promote accuracy and optimal customer service.
• Ensures call center best practices are achieved in areas of key performance indicators, quality, customer satisfaction, and staff engagement, with continuous focus on people, process, and technology.
• Manages one or more functional areas of a department.
• Manages two or more professional and support staff including subordinate supervisors.
• Evaluates and makes improvements to department processes while ensuring compliance with organizational policies and applicable laws and regulations.
• Manages initiatives, strategic priorities, and programs that have an impact on the organization.
• Works independently and collaboratively with leadership to support the budget process and meet key operational goals.
• Plans, organizes, facilitates, monitors, and evaluates activities and functions of the department/functional business area based on employee/organizational goals.
• Collaborates with leaders to establish operating procedures, enhance clinical/non-clinical workflows, increase productivity, and improve overall quality outcomes and operational efficiencies within a variety of delivery settings.

Requirements

• Education: Bachelor's Degree or Equivalent
• Work Experience: 7 years progressive work experience and 2 years management experience

Qualifications

• Typically has hire, fire, or promotion authority.
• Discretion and greater financial authority than other lower management levels.

Skills

• Excellent communication skills.
• Ability to manage multiple tasks and prioritize effectively.
• Strong leadership and supervisory skills.
• Knowledge of healthcare industry best practices.
• Experience in managing teams and improving operational efficiency.

Benefits

Not specified.

Pay

Salary Pay Grade Health-31

Schedule

Day (United States of America)