Call Center Manager

Concerted Care Group
Baltimore, MD
Jun 13, 2017
Jun 21, 2017
Full Time
Concerted Care Group is seeking an experienced Call Center Manager in Baltimore, MD. The Call Center Manager is responsible for daily supervision, control, coordination of work assignments, comprehensive planning and administrative responsibilities of the Call Center support staff.Duties and Responsibilities: Answering inbound calls from members and assisting them with their inquiries Documenting the client's record with accurate information obtained during the call Ensuring that the member appointments are scheduled accurately and follow department procedures Supervises all work activity for call center. Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis. Identify and evaluate state-of-the-art technologies by defining user requirements, establishing technical specifications, production, productivity, quality, and customer-service standards. Contribute information and analysis to organizational strategic plans and reviews. Maintain and improves call center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, completing system audits and analysis, managing system and process improvement and quality assurance programs and installing upgrades. Lead team development by recruiting, selecting, orienting, training, assigning, coaching, counseling, administering scheduling systems, communicating job expectations, planning and reviewing compensation actions and enforcing policies and procedures. Prepare call center performance reports by collecting, analyzing, and summarizing data and trends. Maintain equipment by evaluating and developing equipment. Maintain professional and technical knowledge by tracking emerging trends in call center operations management.The ideal candidate will possess a Bachelor's degree and have a minimum of 5 years of Call center experience; 1 year supervisory experience.

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