Provides monthly reports encompassing each of these items to Senior Management, Opens doors and eliminates unnecessary barriers that limit the Call Center’s performance and leverages networks to obtain resources and support in order to get the job done. Has the direct responsibility to undertake the following employment actions: hiring, termination, corrective action and performance reviews. The incumbent will be responsible for developing operational and tactical plans to ensure adherence to contractual service level agreements, Ensures team is effectively staffed to meet required client service levels. - Choose from 15 Leading Templates. Contribute to the overall direction and management of the Call Center, Review work process to recommend and implement enhancements. 1896 Thorn Street. If you have the space to include it, you should. Conducts training as appropriate and continue staff development outside the classroom, Handle high priority and escalated calls. May produce complex documents, perform analysis and maintain databases, Problem Solving:Ability to address problems that are highly varied, complex and often non-recurring, requiring staff input, innovative, creative, and Lean diagnostic techniques to resolve issues, Independence of Action:Ability to set goals and priorities for functional area. Oversees supervisor liaison program to medical facilities to promote continuing co-operation/interaction of the Clinical Call Center, HCT and providers. Call Center Manager Resume Examples & Samples Set team goals to identify and improve processes and procedures to support the department’s role as a critical and valuable resource to the entire resort … This includes: Managing schedule requirements. Defines and recommends objectives, develops short and long term plans and programs to support company goals and budgets, Ensures continuous review and analysis of processes and procedures to identify and implement operational improvements to enhance efficiency and customer satisfaction, Develops audit and quality assurance programs and strategies to ensure efficiency, quality of service and customer retention, Resolves customer problems escalated by supervisors, Ensures adequate staffing and productivity level to meet or exceed required performance standards, Ensures compliance with policies and procedures, Bachelor’s degree and 3+ years of customer service operations experience required, or an equivalent combination of education and experience 1+ years of supervisory experience required, Demonstrated ability to analyze processes, enact change, and think strategically to achieve business goals, Ability to successfully manage large groups of people and strong leadership skills, Ability to create an environment of high trust and high morale, Stooping, kneeling, crouching, crawling 5%, Lifting Requirements Amount of Weight % of time, Maintain an entrepreneurial, customer service environment, Successfully lead, build, and develop a team for modeling service excellence, Foster partnerships, while cultivating a self-directed team, Maintain associate payroll, benefit and performance information, Provide consumer resolutions in a call center/retail environment, Proactively resolve escalated customer service issues, Able to identify opportunities and find solutions for continuous improvement, Act as liaison between the customers, repair technicians and delivery teams, Communicate delivery concerns with the operation management team, Maintain repair technician vehicle records and product supplies, Minimum two years high volume retail or call center management experience, Consistently demonstrate professional communication and interpersonal skills, Out Bound Calling to policy holders explaining the policy details, Good People Management skills to manage large teams of voice resources, Should be able to manage customer escalations, Should be able to manage Customer Weekly/Monthly reviews, Meeting and exceeding the customer service level agreements, Should be able to manage team issues and provide resolutions, Ensure meeting AHT as per the customer guidelines, Experience of Health insurance domain will be preferred, Should have relevant experience in to Out Bound calling, Should be flexible to work in longer shifts, Develop best practices and tools for project execution and management, Identify process improvements and procedural challenges, recommending appropriate solutions, Track project milestones and deliverables, Coach, mentor, motivate and supervise team members, and influence them to take positive, proactive action and accountability for their role, Ability to define problems collect data, establish facts, and draw valid conclusions, Word, Excel, Email, Windows, PowerPoint, Client Systems, Effectively present information and respond to questions from groups of managers, clients, customers, and general public, Organizational and Time Management Skills, Minimum 1-2 year of experience Preferably with Out Bound calling at Supervisor role, Healthcare domain knowledge will be an added advantage, Prefer Bachelor’s degree or Associates in Finance or Accounting, Work and manage others in their work on accounts, Handles all incoming and outgoing correspondence within 48 hour of receipt, To automate, administer, manage, run and make reliable, trustworthy and dependable the processing of production, To integrate in production of the new application programs or data processing sequences, To configure and parameterize the production equipments, To automate the procedures of technical management and pattern matching of alarms, To define and implement the procedures of recovery in the event of incident and of restoration of the data. The person in this role will be the face of the team to the end (insurance company) customer, Responsible for ensuring continued stabilization of processes and defining standard operating procedures. Knowledge of MS Office (Word, Excel, etc) is preferred, Develop a culture of providing outstanding customer service, Develop call volume and manpower requirements in conjunction with the Contact Center Director, Make necessary changes in the staffing schedule based on day of week, sales promotions and Aspect data, Provide training for agents, insuring consistent application of company and client processes and procedures, Monitor and review individual productivity and quality of the Call Center customer service representatives and meet performance goals, Monitor, review and meet group productivity and quality performance goals, Monitor and review service calls to observe employee demeanor, technical accuracy, and conformity to company policies, Monitor calls to improve quality, minimize errors, and track operative performance, Develop an excellent relationship with Human Resources to insure consistent application of company policy, practices, and benefits, Foster and maintain excellent working relationships with the Client Services, Warehouse Operations, and Louisiana, MO Call Center, Develop agents through coaching and other motivational methods, Education includes an Associate Degree or higher, Strong leadership and decision making abilities, Operational knowledge of Word Processing and Excel, Report and communicate effectively across the organization, Effectively manage customer issues, working directly with suppliers and/or other departments as necessary to resolve problems, Provide ongoing feedback to Customer Service Representatives regarding performance (both positive and negative), Identify communication gaps and effectively work to eliminate them by monitoring phone and e-mails in Que, Move Customer Service Representatives according to workloads within ques by creating reports to monitor and creating changes where needed, Manage Customer Service Representative Schedule’s on a daily basis for arrival, breaks, lunch and departure as well as vacation and personal time usage, Identify and execute on process improvement plans to continually enhance top levels and efficiencies of the Customer Service Department, Efficiently work and manage assigned project tasks to meet established objectives, Regularly work with other departments, experts, vendors, customers, etc., both internal and external to the company, as necessary, Escalate issues appropriately with respect to business impact, Display patience with vendors and/or customers who make demands, Listen non-defensively and be open to constructive criticism; ask questions to clarify concerns, Confront difficult situations; maintains objectivity and keeps emotions under control in stressful situations, Create a clear definition of work to be delivered; ensure that delivery meets the given timeframe, Maintain files on each representative pertaining to attendance, production and reviews, Maintain open lines of communication to help foster a partnership, All other duties assigned by the Director of Customer Service, Degree in Business preferred, or 5+ years of equivalent experience required working various business functions, Minimum 2 years’ experience required working in a client relationship management role; experience in automotive aftermarket preferred, Ability to multi-task and manage multiple priorities in a deadline driven environment while remaining organized, Must be self-motivated and detail oriented, Independent judgement is required to plan, prioritize, organize and accomplish diversified work objectives, Excellent external and internal customer service skills, Build call center metrics for the team and each individual Call Center Representative, Monthly reps one-on-ones, business analysis, business planning, Answer customer calls, provide basic IT troubleshooting and open tickets as needed, Monitor call queues to meet performance standards and service levels for remote network resolution and timely technician dispatch, Ensure standard telephone techniques are used by the Customer Care Center team by monitoring calls and emphasizing professional customer service, Ensure proper service request documentation and management by the Customer Care Team, Maintain Customer Care Center team attendance, develop and implement Customer Care Team schedules to provide required coverage and service for customers, Provide support and coaching for the Customer Care Center team to respond to service requests with accurate and timely solutions on a day to day basis, Implement and contribute to the development of IT Service Management and ITIL processes to optimize performance and service delivered to customers, Be the escalation point to resolve day to day challenges for Customer Care Center team and customers, Evaluate, develop and ensure training of the Customer Care Center team, Ensure continuous communication from the Customer Care Center team to the customers until service requests are completed to the customer's satisfaction, Pro-actively review aged calls on a daily basis to ensure response times meet service levels and parts are received within 3 days, Demonstrate a high level of professionalism and efficiency to minimize customer anxiety and maximize customer satisfaction, Run reports, track data and report to Management as required, Support and assist the Field Service Managers and other internal entities as needed, IT Service Management and ITIL process development and implementation, Computer skills including Microsoft Office Products, Attentive to details and highly organized, Critical thinking skills to assist in problem-solving, Ability to handle more than one responsibility at a time, Over 5 years of service desk or customer service related experience in a call center environment, Over 5 years experience in direct supervision of a team of 10 or more in a call center environment, Shoulders primary responsibility for ensuring the highest quality customer experience for all contacts, Accountable for building internal and external customer loyalty by providing outstanding service which meets or exceeds quality, time service, and fiduciary expectations, Develops, coaches and motivates a team of supervisors to ensure all key metrics are met, Uses creativity and innovation to provide the training and skill maintenance programs required to meet and exceed customer needs, Establishes collaborative partnerships with all levels within the company to be recognized as a center of excellence for the entire customer experience, Ensures departmental compliance with applicable regulations, policies and guidelines, Develops company programs and marketing campaigns designed to increase revenue, persistency, conservation, re-enrollments and retention, Leads or participates in work teams that identify and execute plans which result in new or improved operations and programs, Other related duties as assigned or required, Able to obtain FINRA 6 & 26 Licenses within 4 months of employment, Bachelor's degree in related field or equivalent experience, This position will involve leading a large call center team (100+) which provides customer service to agents and policyholders on insurance related products. 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