Call Center Manager

Hill Health Ctr
New Haven
Oct 13, 2016
Oct 19, 2016
Call Centers
Employer Type
Direct Employer
Employment Type
Full Time
Job Summary

CallCenterManageris responsible for organizing and directing the daily activities concerned to the call center's operation. The main responsibility of the call center manager is to manage, train, and guide call center agents to execute their tasks. By resolving problems and complaints, the manager supports the team. The manager will monitor agents and calculate call center performance, and analyze reports. They prepare and develop schedules to control adequate staffing levels.

CS-HHC's Expectations of all Employees

* Adheres to all CS-HHC Policies and Procedures

* Conducts self in a manner that represents CS-HHC's Values at all times

* Maintains a positive and respectful attitude with all work-related contacts

* Communicates regularly with supervisor about Departmental and CS-HHC concerns

* Consistently reports to work on time, prepared to perform the duties of the position

* Meets productivity standards and performs duties as workload necessitates

Essential Duties and Responsibilities

* Manages and directs the daily activities of call center agents and telephone operators

* Supervises, plans, and manages functions concerned to Call Center environment

* Carries out supervision, call monitoring, coaching, training, disciplining, and reviewing all agents or operators

* Acts as an information source and answers operator or agent's questions, assigning tasks, following up and giving instructions as needed

* Attends, follows up and resolves customer complaints and questions

* Ensures the team members acquire the appropriate support and training to apply the best skills and knowledge on the job

* Carries out performance measurement, monitors, and evaluates all agents and operators to improve the efficiency

* Compiles and maintains lists of on-call and key schedules and personnel, and ensures the operators can use all lists as required

* Updates databases, organizes activities related to maintenance and repair of equipments, orders supplies and materials

* Prepares and directs schedules, monitors attendance of operators, schedules breaks and shifts as necessary

* Communicates solutions, successes, and opportunities to the Chief Operating Officer

* Practices and ensures compliance with that of all the organization's policies and procedures

* Performs all other duties as required


Education: Associate's degree from an accredited institution or equivalent 7 years of health care experience. Bachelor's degree preferred.

Experience: Experience in call center service activities; Experience of Medicare Managed Commercial Insurances and Sliding Fee Scales; Experience with Referrals and Specialty Appointment Scheduling. Bi-lingual qualifications preferred.

Knowledge/Abilities: Ability to inspire and support both internal and external customers; Good interpersonal skills creating effective relationships with all levels of professionals; Ability to plan well and prioritize work; Must be able to maintain calmness under pressure; Excellent decision-making, IT, and communication skills.

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to sit for extended periods of time. The employee must occasionally lift and/or move up to 15 pounds.

Saturday coverage and/or evening coverage, as needed, is required.