Performs the functions of project management for required programs, Acts as a role model by taking ownership of personal career, vigorously pursuing own technical and professional development, seeking feedback from others, taking developmental risks, and/or sharing personal leanings with team, Have interactions with all levels of management, all departments, all branch locations, members and sometimes members of the Board of Directors, Incumbent might be called upon to represent VyStar at various public functions, The incumbent is expected to make decisions, in a team environment, that are in the best interest of VyStar and the member, The incumbent determines what call volume adjustments should be as the result of marketing programs, other department activities, seasonal trends, etc. Ensure monitoring requirements are met. Why? Works in conjunction with the Practice Managers in the clinic on maintaining the flow of the department and meeting goals, gathering, tracking and reporting information. Companies in numerous industries hire customer service professionals for their call centers. Liaising with the Call Center management team to monitor the effectiveness of service policies and practices. Prepare contingency staffing plans for special projects, unexpectedly high call volumes and absences to maintain the customer experience, Implement new processes, procedures and technologies as needed, Proficient in Microsoft office products, and applicable call center systems, Knowledge of policies and regulations (i.e. Team Lead and Sr. Operations Manager, Visit vendor centers monthly for up to one week to validate performance and maintain partnership, Participate in weekly meetings with vendor and Sephora teams, including Operations, Workforce Management, Team Lead, Training, and Quality Adherence, Coordinate cross-functional subject matter experts to participate in meetings/conference calls as needed, Partner with Sephora Client Service Training, Quality, and Call Center leadership teams to ensure compliance from and provide guidance to vendor on items discussed in function-specific meetings, 7+ years of call center, customer service, or equivalent experience required, Ability to travel to vendor sites up to 25% of time, Outstanding interpersonal skills and ability to develop and maintain positive relationships with business partners at all levels, from call center agents to leadership team, Remain poised and professional…and thrive in an environment that is customer-focused, fast-paced, rapidly changing, and occasionally ambiguous, Strong attention to detail and exceptional follow-up skills, Self-manages multiple projects within tight timeframes and dynamic priorities, Proven record in providing an exceptional client experience, Strong critical thinking and problem solving skills with the ability to make quick, accurate, creative, and appropriate decisions, Proficient in Microsoft Office applications such Word, Excel, PowerPoint, and Outlook, Must be able to work a flexible schedule as the business requires, Supervises and directs daily operations of the Regional Access Services Call Center which provides 24 hours a day seven days a week service. Plan, monitor and evaluate employee job performance, and conduct performance appraisals, Serve as a coach and mentor for those in the Shared Services Call Center team, Minimum of six (6) years relevant working experience and managerial experience, In depth experience with HR supporting technology, knowledge of the processes within the HR services organization, Results orientated, problem solving, (project) management, customer orientated, Proficient in the use of Microsoft Office Suite, SAP, Ability to communicate at all levels, both written and verbally, Master’s Degree in Business Administration a plus, ADP Pro Business, PeopleSoft, and Lawson preferred, Ability to travel 1-2 international trips per year and travel 15% domestic trips, Manage a staff of Team Leads with direct reports, Establish and maintain training materials, Maintain liaison with all departments to keep abreast of policy and procedure changes, Assign work and ensure service level agreements are met, Represent the department on task forces and cross-functional teams, Supervise subordinates and perform formal reviews, Assist, guide, and train subordinate personnel in their assigned functions, Monitor and review Call Center programs used to measure department performance, Previous Call Center Management Experience Required, Demonstrate in-depth knowledge of property and casualty insurance and related documents, Must have experience with Microsoft Office products, Thorough knowledge of call center operations, BA or BS or equivalent experience required, Able to communicate and work with senior management and staff, Able to train and develop new Vendor Compliance Reps, Works well with both staff and management, Able to triage calls, rapidly aiding customers and staff as needed, Able to motivate staff and maintain a positive attitude, Comfortable dealing with a wide variety of skill levels, Willingness to view overall corporate policy, Manage customer care center daily departmental operations as well as achievement of quality service level standards to ensure exceptional customer service, Hire, develop, coach, support and mentor staff members in order to maximize employee performance, Effectively set and monitor departmental goals, ensuring that both service level and budgetary targets are achieved, Seek out departmental process improvements, and encourage and reward employee ownership in the development and integration of new processes, May participate or lead customer service initiatives or projects, Serve as highest level escalation point, responsible for solving most complex customer service issues, Foster and facilitate inter-departmental communications and share best practices and process improvements, Completing employee performance plans and monthly evaluations, RECRUITER MUST EDIT BASED ON LOCATION: Bachelors/Degree or equivalent experience; Typically requires a minimum of 5-7 years experience in financial services industry or customer service environment with a minimum of 2 years in a leadership role. phone, computer, copy machine, fax machine), Ability to take initiative and effectively adapt to changes, Able to use sound judgment; work independently, with minimal supervision, In conjunction with the Sales and Marketing leaders, design and create a training program for call center associates to include written training materials, Designs and reports individual and departmental performance metrics for continuous improvements, Ensures that work resources are reviewed and updated as needed, Provide insight and analytics to identify root cause of challenges and partner with business process owners to drive resolution, Ensure cross functional collaboration to drive performance, Bachelor's degree in business or related field of study (i.e. The best resume samples for Call Center Directors emphasize leadership, customer service orientation, teamwork, excellent communication and interpersonal skills and supervisory skills. This call center operations manager sample job description can assist in your creating a job application that will attract job candidates who are qualified for the job. Recorded statistics, user rates and the performance levels of the center by preparing reports, Ensured highest readiness maintaining staffing requirements, duties included shift patterns and number of staff needed to meet demand. Identify and correct areas of substandard work performance through the coaching and progressive discipline process, when necessary, Manage daily activities that impact targeted service levels which include, but are not limited to, monitoring adherence to schedule, average handle times, and other key performance indicators, Act as a Subject Matter Expert (SME) and as a final point of escalation for issues involving payroll, travel & entertainment, and accounts payable to ensure the needs of our clients are satisfactorily met, Assist with training new hires as they transition into their contact center roles, Identify, initiate and lead process improvement initiatives; aid in developing and executing strategies to improve end-to-end processes and client satisfaction ratings, Communicate company strategies, initiatives, system enhancements and other key information to contact center agents, Support the recruiting of new contact center agents and make final hiring decisions, Partner with other stakeholders across the organization to execute new policies and procedures in the contact center, Provide phone and email support during times of peak contact volume, Assist with special projects and other duties as assigned, Two years of supervisory experience supporting a team of 10+ agents in a contact center preferred, Previous experience in a financial shared services environment handling payroll functions preferred, Strong interpersonal skills and enthusiasm for developing others. 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. See our sample Call Centre Manager Cover Letter. Call Center Supervisor Resume. Analyzes and reviews loans to identify trends and recommends up training for employees as needed, The stress level in a high volume, high activity loan/call center can be substantial. It’s actually very simple. Resolving problems raised by members and providers. Handle regular calls when needed to maintain SLAs, Monitor the manual dial queue, taking the appropriate actions on cases, A minimum of 3 years experience managing a high-volume call center / customer service environment, Background in medical terminology and/or life insurance underwriting highly preferred, Associates or Bachelor’s Degree preferred, Demonstrated passion for continuous improvement and service excellence, Strong leadership/supervisory skills. Control labor and non-labor budgets. Ensured that the call center is achieving maximum profitability and effectiveness. If you possess a degree obtained outside of the United States, please submit a detailed, course-by-course evaluation report from one of the U.S. equivalency evaluating members identified at http://www.naces.org/members.html, Experience with multiple tax types and preparing federal and/or state tax returns, Customer service experience/ability to deal with the public, Recruitment Number (located at the top of the bulletin), Oversees Sales and Sales Support team in an inbound/outbound B2B sales environment, Promotes a positive Sales Environment that includes healthy competition, tiered recognition and celebrates individual and team successes, Monitors operations to ensure adherence to lead contact strategies, service level standards and company/department policies and procedures, Evaluates the quality of Sales and Support calls from customers; provides feedback to reps on strengths and areas for improvement, Provides coaching and mentoring to contact center supervisors and team leads and occasionally to Representatives, Tracks and reports contact center performance against objectives and goals (i.e. Call Center Operations Manager … Preferred supervisory or lead experience with a strong emphasis on customer service, Experience within call center environment is preferred, Understanding of PC functions, including Windows-based applications and ability to learn/understand internal Verification Services technology/systems, Required to work on site in West Des Moines, IA office, Strong emphasis on collaboration and team building, Ability to perform multiple tasks at the same time, Ability to respond quickly to unexpected changes, Ability to deal with people in a professional and courteous manner, Ability to communicate and motivate individuals in the department, Experienced with Microsoft Office platform (Word, Outlook, Excel, PowerPoint), Ability to interact in written and oral form with clients, state agencies, and all levels of company personnel, Ability to handle high volume of work and work under deadlines, Excellent analytical skills, problem solving and decision making abilities, Ability to follow policies and procedures; complete administrative tasks correctly and on time, High level of organization and multi-tasking abilities, Ability to handle a high volume of work and work under deadlines, Self-motivated with high level of initiative, Demonstrated ability to analyze data and develop appropriate presentations for various audiences, Relies on experience and judgment to plan an accomplish goals, Performs a wide variety of management tasks while delegating work appropriately, Bilingual English/Spanish - must be able to speak, read and write in both languages without limitations or assistance, Intermediate knowledge of MS Word and Excel and PowerPoint, Ability to travel 50% within the Tampa and Orlando area, Ability to demonstrate prior experience with team engagement, Plays an active role in day-to-day management of the Project so as to be knowledgeable and aware of all issues, concerns, and requirements, Manage staff assigned to all call center and mailroom business activities, and plans and coordinates day-to-day operations of the Contact Center and Mailroom operations, Manage a team of diverse individuals, including Supervisors and Specialists, focused on one of the primary initiatives as defined by the client, Approve timesheet, develop team schedules and other assigned duties, Manage workload distribution and other personnel matters, Assigns and reviews the work of staff for completeness, accuracy, and application of regulations and plans and controls workload to assure quality of service, Trains, coaches, counsels, and mentors staff members so they can efficiently and effectively perform their jobs, and conducts regular unit meetings, Ensures that problems are resolved with employees and handles any complaints, Facilitates communication on all contract and operational changes, including applicable corrective and preventive actions, to members of the Project Management Team, Performs other duties as assigned by leadership, Bachelor's degree from an accredited college or university required, At least four (4) years of experience in managing Tier I and Tier II call center functions for a health care-related organization required, Two (2) of the four years must include managing health care provider enrollment call center support required, Ability to perform comfortably in a fast-paced, deadline and detail oriented work environment, Ability to successfully execute many complex tasks simultaneously, Ability to work as a team member as well as independently, Experience working with State of Maryland Providers and programs; knowledge of Maryland health care programs and regulations preferred, 5 or more year's experience in Reservations/Front Office Supervisor or Management position. Makes recommendations for changes or improvement, when necessary, in order to prevent accident or injuries, Monitors department work productivity, reports on trends, and recommends and implements changes to continually improve work productivity, Develops staff and/or supervisors, if applicable, particularly in the management techniques of planning, organizing, leading and controlling through continued coaching and feedback on performance, Monitors service delivery and customer satisfaction levels, Ensures that operational and customer related functions of the Contact Center are completed timely, accurate and sufficient to meet standards, Meets with the key team members regularly to discuss and analyze productivity and service, Ensure continual improvement of productivity standards and team member performance in order to achieve all financial/budgetary and service goals, Formulates Contact Center administrative policies, identifies inconsistencies and develops action plans consistent with Stericycle’s Customer 1st vision, Ensures that client, representative and systems issues are escalated and communicated to the appropriate team, as required, Reviews and works with Supervisors in developing an analyzing reports to monitor the overall operations and performance of the Contact Center (e.g. She has a proven background of coordinating successful … Provides feedback regarding improvements and changes to systematize recommendations, Manages Patient Service Representatives, the Supervisor-Patient Service Center and the referral management staff whose functions include prior authorizations, precertifications, and insurance referrals. It’s actually very simple. Results may impact the operations of one or more departments, Customer Service:Ability to provide a high level of customer service and staff training to meet customer service standards and expectations for the assigned unit(s). Direct Reports: More than 7 Indirect Reports: 1-5, Assists in planning, monitoring and/or managing budget in functional area of department, High School diploma or GED required. Download Call Center Manager Resume Sample as Image file, Call Center Operations Manager Resume Sample, Supervise staff within one or more operations departments, Maintain proper employment levels through selecting, interviewing, and training of personnel; conduct performance management activities within each assigned area of responsibility, Maintain high levels of performance for customer service metrics including: call answer rate, call quality, customer service ratings, order accuracy, etc, Manage and improve operational processes, policies, and systems in support of the organization’s mission and to improve efficiency and quality, Maintain effective inventory control processes which includes inspecting and maintaining quality and standards of goods and supplies, Create reports, metrics, and budget plans for the organization, as assigned, Contribute to long- and short-term organizational planning which includes planning for initiatives geared toward operational excellence, Monitors quality of credit, including application volumes, approvals, and effective cross selling and declinations and keeps Senior Management advised, Focus Focus your full attention by carefully listening to and observing client or member, Directs the day-to-day activities of the Call Center employees by ensuring schedule adherence and optimum performance, Assists in the development of new products, policies and resulting technology changes, Evaluates individual performance, determines trends, analyzes strengths and/or weaknesses and develops training programs for improvement, Challenges and supports employees in their development, and uses individuals’ capabilities and potential for the benefit of the team, Encourages the professional expression of varied ideas and viewpoints, and creates an environment where individual differences are valued and respected, Creates and executes plans for expense management, staffing, service, technology and process improvements, Plan work schedules for around-the-clock operations and assign staff to accomplish daily work by providing for variations in workload, Develop, coach and motivate Service and Call Center Managers and front line leadership to improve and measure performance and foster a customer focused culture, Fosters an inclusive work environment that promotes associate engagement and development at all levels using the performance management process, Provides Payer Relationship Managers and Network Analysts assistance with strategic Payer initiatives as requested, Hiring, training, and developing call center employees. To technically assist the administrator of application program and system Junior, the pilots of operations management and the wizards users, To formalize the reports of incident and the action plans and to ensure the implementation of it. Is able to instill a sense of confidence with these customers based upon content and delivery, Ensures that Team members have adequate support and training to present Bank products and services. Experience with employee development and management, Work closely with other departments within FramesDirect.com to ensure effective execution of new programs and offers, Negotiate and coordinate with vendors and suppliers, as needed, Excellent computer skills and proficient in Excel, Word, PowerPoint, and Outlook, Experience in customer service improvement in a call center environment, Demonstrated leadership in managing people and projects, Excellent interpersonal skills and a collaborative management style, A demonstrated commitment to high professional ethical standards and a diverse workplace, Ability to look at situations from several points of view and make good judgment calls, Persuasive/influential regarding details and facts, At least 5 years experience in operations management in call center and customer service management, Optical experience is preferred but is not required, Facilitates the development and implementation of goals and performance standards, Manages processes and projects that are aligned directly to operational goals and budgets, Works closely with the appropriate parties to implement high level quality and performance management initiatives, Ensures corporate initiatives are implemented to achieve optimum results, Establishes objectives, schedules, and cost data of business function being managed, Applies a comprehensive knowledge of a particular field of specialization to the completion of assignments, Directs, develops and implements appropriate changes in area(s) policy and procedures under the guidance of the Sr Manager and/or Director, Acts in a Liaison Capacity with other areas and business units to implement and communicate business strategy as it relates to Operations, Responsible for managing and oversight of training and reference materials including content, work instructions, and tools necessary for associates consumption, Identify, implement, participate, and lead process improvement initiatives, Manages or oversees new implementations for the business like expansions or integrations, Acts as a subject matter expert for the lines of business assigned, Required 5+ years of experience in a related field based on operational area, Required 2+ years experience in leading/supervising others, Preferred Other Previous experience in a healthcare environment, Required Other Strong experience in the areas of customer service and Call Center management at the leadership level, and a deep understanding of interrelationships between Call Center, Health Services, Provider Relations, Sales, Vendors, and Claims and their impact on the success of the health plan as a whole, Preferred 6 months of experience in Project management, Intermediate Ability to lead/manage others, Intermediate Demonstrated analytical skills, Intermediate Ability to drive multiple projects, Intermediate Demonstrated project management skills, Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations, Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions, Perform any other duties as assigned to deliver impactful results and add value to the organization, At least 7 years of experience in Call Center management, and services delivery functions, Superior interpersonal and communication skill in English and Thai, both written and spoken, Understanding of point-of-sale payment terminals and solutions is a plus, Understanding of EDC payment terminal app is a plus, Understanding of the SQL or MS Access database is a plus, Provide proactive solutions to sustain and Timely Decision Making, Demonstrated ability to think strategically, turn information into effective strategies to support business needs, Demonstrates good judgment in selecting methods and techniques for obtaining solutions, Ability to work independently and within a team environment, Strong organizational and multitasking capabilities, Ability to work in a fast pace environment is a plus, Ability to work effectively in a complex and dynamic environment, Analytical skills to solve complex problems, Ensure callers are treated with courtesy while respecting the callers’ rights to privacy, Correctly enter data into software system to record transportation type, pickup time, appointment times, addresses, provider assigned, etc, Meet or exceed established performance requirements, Adhere to work schedule in order to handle the call volume and contractual requirements, Ensure compliance with state and regulatory requirements, Identify new opportunities for process development, Develop and implement interventions to address deficiencies and negative trends, Oversee and monitor performance and productivity standards for the department against contractual and corporate standards, Participate in recruitment efforts and training of Member Service Representatives and supporting staff as applicable, Maintain, develops and enforces department and company policies and procedures, Complete Monthly Coaching Sessions, Performance Evaluations, counseling and disciplinary actions in a timely manner, Conduct face to face interactions with members as needed, Participate on workgroups and/or committees at plan or enterprise level, Produces regulatory reporting, including execution of internal/external Corrective Action Plans, Participate in audits including but not limited to state, internal compliance, NCQA and HEDIS as applicable, Handles special projects or other duties as assigned, Minimum of 3 years call center operations supervisory or managerial or related experience, Experience working with regulatory agencies such as state, Federal agencies or NCQA, Experience working in managed healthcare or claims processing, Leads supervisors and agents in a positive and progressive manner while driving required production, Demonstrates proficiency in the navigation of the dialer, which includes, but is not limited to, facilitating assistance with agents log on's, monitors agents calls for script adherence and coaching agent on techniques to improve sales skills (minimum of five coachings per week required), looks up call history, monitors time zones, loads leads, and coaches and develops agents generally on script compliance to meet or exceed sales objectives, Aids the Floor Manager in coaching, training, and ensuring minimum weekly booking standards of each agent and team, Responsible for weekly supervisor accountability reports, Ensures legal compliance in all facets of operations, Manages supervisors and team members and provide supportive leadership for all aspects of operations, Maintains working knowledge of all company programs and resorts and is well-versed in all facets of the packages offered, Monitors agent calls for script adherence and coaching agents on techniques to improve sales skills, Provides individual and group training as needed based on work product evaluation, Ensures timekeeping accuracy in Oracle for all team members and prepares payroll and commissions, Ensures compliance in rules of dialing, script adherence, representations by agents, verifications of all packages, reservation procedures and, in general, company policies and procedures and adheres to general guidelines as they relate to the Do Not Call List and adheres to all company qualifications, Manages priorities and activities of all marketing channels, Communicates effectively to supervisors and agents new direction, policies and communications from senior management, Reviews and communicates to supervisors and agents budget shortfalls and develops action plans to meet requirements, Provides reporting and analytical statistics, prepares reports on production and fiscal metrics, A minimum of six (6) months of experience in the customer service field required, Able to maintain confidentiality in all facets, Ability to maintain a flexible work schedule including but not limited to, mornings, evenings, weekends, and holidays, Must be able to operate general office machinery, (i.e.
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