The Manager, Call Center manages the daily activities of Inova Health System's Marketing Call Center to ensure maximum productivity of staff, effectiveness and customer service in administering department responsibilities. Maintains department databases for effective Call Center processing. Applying innovation to Call Center operations/vision while tracking/measuring return on investments. Manages department workflow by evaluating, monitoring and tracking calls, hardware and processes as it relates to serving consumer/physician needs. Ensures that the Call Center is attaining sales and marketing goals established by leadership.
Job Responsibilities- Provides monthly training to staff on procedural changes, data collection and processes.
- Recommends division-wide process improvement and policy on daily operations of the division.
- Provides and receives data files from internal sources for integrating departmental information.
- Optimizes Call Center effectiveness by forecasting and planning staffing needs to meet needs of consumers and physicians.
- Manages Call Center service for new programs such as taking of inbound/outbound calls, reporting, correspondence and measuring physician and consumer satisfaction.
- Works with Marketing Manager and account executive colleagues to determine appropriate use of the Call Center within growth plans and reaching target audiences.
- Evaluates computer and telephone needs, recommends enhancements/upgrades when necessary and ensures equipment is in optimal working condition.
- Works with sales team and leadership to ensure that physician referral services for consumers/physicians meets customer needs.
Performs other duties as assigned.
Additional Requirements
Experience - Five years of professional experience and two years of supervisory experience.
Education - Bachelors Degree Bachelor's degree or equivalent education and years of experience.
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