Job ID 12752 – Call Center Manager

Type: Contract-to-hire

Pay: $60,00-$70,000 DOE

Location: Tampa/Westchase area

Hours: Must be flexible to cover until 11:00 PM as per business need / OT and weekends
 

Job Duties

  • Maintain a positive, upbeat, productive work environment
  • Implement and assist with developing company strategies, policies, practices, and reporting to surpass department goals and meet department metrics/KPIs
  • Provide full oversight for the daily management of the Call Center, oversee the Logistic Scheduling Coordinator Team and staff for timely resolution of any requests
  • Serve as department lead to collaborate with business unit stakeholders
  • Facilitate and assist in development of new tools, training, and facilitate relationships among departments
  • Oversee planning, staffing, reporting, territories
  • Conduct formal performance reviews regularly including coaching sessions
  • Report, analyze, and resolve system, customer, and operational issues that impact service quality
  • Answer incoming calls and complete confirmation reminder calls as needed
  • Maintain compliance with company policies and procedures
  • Other duties as assigned

Requirements

  • Provide after-hours support
  • Call center or inside sales experience preferred
  • Bachelor’s degree in related field, but experience and/or other training/certification may be substituted for the education
  • Knowledge of HIPAA Compliance rules and regulations a plus.
  • Professionalism in appearance, communications and demeanor.
  • Must be organized and detail oriented, must be able to work independently
  • Strong time management skills and ability to prioritize workloads, ability to meet deadlines and work under pressure while maintaining a positive attitude
  • Excellent verbal and written communication skills, to communicate with customers and to train and transfer knowledge to employees
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