Call Center Manager - Onsite

We are seeking a Call Center Manager for an opportunity with our healthcare organization in Vero Beach, FL! This position is responsible for strategizing and coordinating scheduling quality outcomes via call center management. The Call Center Manager will provide oversight and support for his/her areas of responsibility.

Compensation Package:

• $60,000 to $65,000 Base Salary (Based Experience)
• Full Benefits (Health, Vision, Dental)
• 401k with 2.5% Match
• PTO + Paid Holidays
• Short Term Disability & Long-Term Disability
• And Much, Much More!

Requirements:

• Monday through Friday 8AM to 5PM
• Minimum three years’ work experience in quality management required (supervisory experience a plus).
• 2 plus years of experience in developing requirements and performing system analysis (examples – utilizing use cases and stories development for articulating business requirements).
• High School Diploma or GED required.
• College degree preferred but not required.
• Must be cross trained in electronic medical records, scheduling software and Microsoft Outlook.
• Must pass a level 2 background clearance required.
• Bilingual English and Spanish a Plus

Responsibilities:

• Provide overall direction and structure for the Call Center
• Directly supervises staff to ensure adherence to departmental policies and procedures.
• Ensure documentation and implementation of call center processes that clearly define the expectation of quality outcomes and within strict adherence to service level timelines associated to each workflow.
• Assist Management in responding to client complaints.
• This role is responsible for ensuring department staffing, call quality, and call handle goals are met through continuous monitoring of call center software and reports.
• Training, mentoring, and coaching are also integral responsibilities for this role to support the continued development of staff.
• Tracks key performance indicators to show trends and identify opportunities for improvement.

Apply HERE or Send Resume to Justin@theipgteam.com