Manager - Call Center

Essential Duties and Responsibilities:

- Oversee the daily operations of a call center team to ensure performance metrics are met.

- Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures.

Provide updates to staff regarding these policies and procedures.

- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.

- Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.

- Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.

- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.

- Monitor call center compliance with ISO standards as applicable.

- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.

- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.

- Responsible for identifying and resolving issues, problems, and concerns with employees.

- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.

- Provide direction to staff when complaints are escalated to management level.

• Maintain updated knowledge of the contact center performance requirements and program policies and procedures

• Provide guidance and updates to staff regarding these policies and procedures

• Collaborate with the program management team to ensure open communication, cooperation, and timely issue resolution

• Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports

• Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs

• Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff/workforce management issues, and departmental performance levels

• Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the contact center

• Participate in contact center staff hiring process

• Monitor and evaluate navigator and other direct report performance, write performance appraisals, and provide corrective actions as needed

• Identify and resolve issues, problems, and concerns with employees, including providing direction to staff when complaints are escalated to management level

• Develop and recommend changes to policies, establish procedures, and assist in the implementation of process improvements as needed

• Comply with HIPAA (Health Insurance Portability and Accountability) privacy rules

Minimum Requirements

- Bachelor's degree in relevant field of study and 5+ years of relevant ...