Specialized Recruiting. Temporary Staffing. Managed Services. 800 876 2314

Call Center Manager

Employment Type Permanent
Field of Work Customer Support


Position Summary

Our industry leading client in the Lower Fairfield County/New York Metro area is actively seeking an experienced Call Center Manager with a proven record of exemplary customer service outcomes. The Medical Call Center Manager is solely responsible for ensuring superior customer service through strategic management, staff selection and development and administration of Department resources.

Primary Responsibilities

  • Schedule and directly supervise Department staff
  • Handle all aspects of hiring inclusive of staff forecasting, selection, new hire training and orientation
  • Utilize staff development and coaching tools to ensure sustainable quality customer service
  • Maximize resources through the use of cross training and quality improvement initiatives
  • Proactively acknowledge strong performers through the development and implementation of performance recognition programs
  • Assess and appropriately address performance issues
  • Make termination decisions as necessary and carry out terminations
  • Document and track performance metrics; analyze Department productivity
  • Based on analysis, identify areas for improvement and establish quality improvement programs
  • Provide reports to Senior Leadship regarding performance and productivity of Department
  • Develop and implement policies and procedures to support Department performance goals
  • Address escalated customer service issues, as needed
  • Perform all other duties as assigned

Required Education/Experience

  • Bachelor’s degree in Business Administration, Communications or related field
  • At least 5 years of management experience in a customer service department or call center
  • Inbound call center experience
  • Experience in health care, health insurance or managed care is strongly preferred

Required Hard Skills

  • General computer knowledge
  • Microsoft Office (Word, Excel, Powerpoint)
  • Call center software and operating systems

Required Soft Skills

  • Drive to provide superior customer service
  • Exemplary verbal and written communication
  • Strong interpersonal skills
  • Ability and prior experience in leading change