Call Center Manager

Exceed contractual service level of at least 80% of calls answered in 45 seconds or less and an abandonment rate of less than 6%.

Responsibilities of Call Center Manager:

Agent utilization rate- The utilization rate is a measure of the time a Call Center agent spends handling calls or other work-related tasks in a day.

· Must be a minimum of 60% utilization per agent.

Wait time/Service Level- The wait time is the amount of time a patient waits for an agent to answer the call. Shorter wait times mean your agents are more efficient, and they keep patients satisfied since they aren’t waiting long for an agent to pick up their call.

· At least 80% of calls are answered in less than 45 seconds.

Missed calls- A call is considered missed after it rings 15-20 seconds and/or the agent rejected the call.

· Less than 1% of calls being missed.

Abandonment rate (AR)- The AR shows how many customer calls are left unanswered as a percentage of the total number of inbound calls. This happens because customers hang up before the call reaches an agent due to long hold times. A low abandon rate means that your agents are productive and tend to a high number of incoming or inbound calls.

· Must be kept under 6%.

Additional Duties:

· Evaluate staff effectiveness and performance. Develop specific, time-framed, and measurable goals and objectives with action plans.

· Collect and analyze Call Center statistics and adjust processes to meet or exceed goals.

· Lead team meetings and answer any agents’ questions/concerns.

· Assist Call Center staff through challenging customer service issues.

· Prepare agents’ work schedules to ensure sufficient coverage as well as approve/deny time off requests.

· Responsible for training new hires and/or refresher for current agents.

· Evaluates individual performance reviews and overall team effectiveness with key metrics (accuracy, wait time, talk time, etc.)

· Responsible for interviewing and hiring employees. Inbound Queue Manager needs to get approval from Director of Operation, to fill a position, but will be responsible for interviewing and hiring the candidate to fill that position.

· Attend and participate/contribute to client facing meetings.

· Maintains and improves Call Center operations by monitoring system performance and identifying and resolving problems.

· Sends monthly metric report to client.

· Ensures that any errors sent by the client are addressed with the agent.

· Responsible for coaching/discussions, write ups, final written warnings, and any other corrective actions.

· Assure that excellent customer service is provided by ptSource agents.

· Develop policies and procedures and implement process improvements that ensure efficient workflow processes.

· Build a positive work environment for the team with effective communication.

· Monitor individual employee results to identify and act on both positive and negative performance trends to ensure attainment of performance targets.

· Approve all direct reports timecards, making sure their punches and time off are correct.

· Assure that pertinent information/changes are effectively communicated to staff.

· Responsible for agents’ coaching, write-ups, and annual reviews.

· Monitor calls in the inbound queue to observe employee demeanor, technical accuracy, and conformity to company policy.

· Complete QA for all agents monthly with any feedback for the agent.

· Keep the Director of Operations well-informed of any inbound queue issues.

· Other duties as assigned.

Skills/Qualifications:

· High school diploma or equivalent, but more education, especially in management, is preferred.

· Ability to work under pressure.

· At least 5 years of working in a high-volume medical Call Center.

· At least 3 years of a managerial position.

· Proficiency with technology, especially computers, software applications, and phone systems.

· Strong understanding of company products, policies, and services.

· Ability to coach, train, and motivate employees and evaluate their performance.

· Analytical, efficient, and thorough.

· Ability to multitask and stay organized.

· Exceptional interpersonal, customer service, problem-solving, verbal, and written communication, and conflict resolution skills.

· Strong coaching and leadership skills, ability to motivate employees.

· Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Vision insurance

Schedule:

• Monday to Friday
• Weekends as needed

Work Location: Remote