- Time Management
- Management Experience
- Serving Experience
- Process Management
We are currently seeking dynamic Manager, Call Center Operations to join our team. Under the direction of the Project Director, this position is responsible for the effective oversight of the Federal Occupational Health (FOH) call center staff and operations. In collaboration with executive leadership the Manager, Call Center ensure delivery of quality and consistent services in accordance with policies and procedures through effective call management, adherence to contractual guidelines, positive customer relations and use of FOH staff for effective service delivery.
Ensure services stay within appropriate scope for FOH based on guidelines, policies, and procedures. Acts as liaison with other operations department.
Review all call center operation report regarding service level and makes adjustments as needed to ensure service level and all related call-taking metrics are met or exceeded.
Monitors daily the overall call queue to ensure all service level related metrics are being met or exceeded. Communicates with necessary parties to ensure any issues negatively affecting service level are addressed in a timely manner. Watches the AVAYA system consistently to ensure all staff are producing at the expected level and abiding by established guidelines including; attendance, lunchtime, breaks, and all other metrics.
Fosters effective team management through development and maintenance of an environment encouraging personal involvement in planning, communications, coaching, and development of employees, sharing responsibilities and accountability to ensure successful contribution to department and company goals and objectives.
Through exceptional interpersonal and communication skills, planning, process management and information analysis, this individual will assist in building a customer-focused environment that serves FOH members.
Manages and administers a large, diverse team of professionals and support staff, both directly and through lower level managers and supervisors.
Consults, coordinates and serves as the principal liaison with FOH program staff.
Ensures all workflows are up to date and staff are consistently following processes.
Develops ideas for performance improvement, service delivery, and cross-functional initiatives that contribute to the program success
Education: Bachelor’s Degree in Administration, Management or related field from an accredited institution.
Years and Type of Relevant Work Experience:
At least five (5) years’ experience working in or managing a call center, including experience in an ACD environment and/or a 24 x 7 call center. Experience with EAP services and management experience in an organization serving EAP clients is preferred. Skilled in utilizing information technology and telephony to assure optimal call flow, call response, and Call Center staff productivity. Excellent interpersonal, customer service and problem-solving skills. Ability to express ideas and communicate effectively, both orally and in writing. Ability to think and operate at both the strategic and operational level. Proactive in identify areas of improvement and action upon it. Excellent time management skills and ability to make timely decisions.
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Beacon Health Options company is proud to be an Equal Opportunity and Affirmative Action Employer as well as a Drug Free and Tobacco Free Work Environment. EOE/AA/M/F/Veterans/Disabled