MAX - CMS Director

Location: In-office at 651 Downing Pines Rd, West Monroe, LA 71292.

About The Role

The Call Center Manager works with and directs employees regarding their position responsibilities. This position is responsible for all High-Risk transactions as defined by the organization. The Manager will oversee assigned CSR employees’ performance to ensure a balance of optimum productivity, goals, and budgets are met; coach, develop, and counsel subordinates to achieve quality performance, providing ongoing training when necessary. The role involves managing activities related to quality resolution of performance issues, preparing and updating reports, and evaluating key performance indicators to identify training needs and development opportunities.

What We’re Looking For

• Strong leadership and coaching skills to develop high-performing teams.
• Expertise in handling high-risk transactions and ensuring regulatory compliance.
• Excellent communication skills and a solution-oriented mindset.

Responsibilities

• Oversee the daily operations of a call center team to ensure performance metrics are met.
• Prepare and review operations reports (weekly, monthly, and yearly).
• Conduct time measurement and review of internal staff, including yearly performance reviews.
• Ensure company policies and procedures are enforced by management.
• Maintain accurate employee records.
• Stay updated on Call Center performance requirements, corporate, and project policies and procedures; communicate updates to staff.
• Evaluate the need for training to ensure staff maintains current knowledge of multiple programs.
• Address inadequate quality issues with the Supervisory team regarding call monitor reviews and corrections.
• Monitor performance goals and objectives for call center staff; complete daily and weekly reports.
• Provide leadership with updates on quality, training, policy, procedures, staff issues, and departmental performance levels.
• Monitor call center compliance with ISO standards and implement corrective actions as needed.
• Ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
• Identify and resolve employee issues, problems, and concerns.
• Recommend changes to policies, establish procedures, and assist in implementing process improvements.

Requirements

• Bachelor’s degree in a relevant field of study and 5+ years of relevant professional experience, or an equivalent combination of education and experience.
• Ability to work effectively in a fast-paced and dynamic environment.
• Strong organizational and time management skills.
• Successfully pass a pre-employment (post-offer) background check.

Physical Demands and Working Conditions

• Primarily sedentary work in a call center office environment.
• Requires the ability to operate a computer and other office equipment.
• Occasional travel may be required.
• Work may require frequent weekend and evening hours.
• Physical presence in the workplace is essential.
• Regularly required to talk or hear; frequently required to use hands or fingers to handle or feel objects, tools, or controls.
• Occasionally required to stand, walk, sit, reach with hands and arms.
• Must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.
• The noise level in the work environment is usually moderate.

Security Responsibilities

• Safeguard computer systems by following proper username and password management (e.g., selecting challenging passwords, committing them to memory, not writing them down or storing them insecurely).
• Secure your desk and workstation when not present, including locking your session and storing sensitive paperwork securely.
• Do not share your username or password with anyone.
• Never allow unauthorized individuals to follow you into a facility ("tailgating"); report such incidents immediately.
• Follow all Information Technology policies and procedures regarding system accounts and equipment.
• Report any security violations to management immediately.

Benefits

• 11 Paid Holidays
• 401(k) with matching
• AD&D insurance
• Dental insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid sick time
• Paid time off
• Paid training
• Referral program
• Vision insurance

Job Type

Full-time