Job Description

Job Description

Job Description

POSITION SUMMARY: The Call Center Manager is responsible for the day-to-day operations of the Call Center staff and ensuring that services are provided in a high-quality customer centered manner. Through leadership, training, development and organization of call center personnel, this position will ensure customer requirements are achieved, and resources are maximized to their full potential. The Call Center Manager is responsible for coordinating the functions of the Call Center and must promote effective communication and performance of duties in support of the entire organization and all departments/programs. This position must ensure excellent customer service is provided at all times to all callers and that inbound calls are routed as efficiently and effectively as possible.

SALARY: $58,700-$73,300

ESSENTIAL JOB FUNCTIONS:
Essential functions of the job include, but are not limited to: supervising call center staff; relationship building; quality assurance; staff training; coaching, call routing; caller de-escalation; call stat reporting; having reliable transportation; utilizing computer applications or other automated systems such as spreadsheets, calendar, email and Epic (EMR) in performing work assignments MAJOR AREAS OF RESPONSIBILITIES:

• Manage all call center specialists that provide centralized inbound/outbound call support for all departments and/or programs across the organization.
• Develop and lead the implementation of access strategies to continually evolve customer access functions to ensure the use of front-end best practices across the entire organization.
• Hires, coaches, counsels, evaluates, mentors and trains staff on their job performance, makes recommendations for corrective action, and carries them out as appropriate.
• Initiates appropriate steps to do process improvement for responsible functions.
• Collaborates with appropriate cross-organizational leadership to implement efficient and effective processes.
• Develops, maintains and monitors Key Performance Indicators (KPIs) for all appropriate call center functions and staff.
• Assist team members in handling elevated issues/calls through problem solving, knowledge transfer, mentoring and coaching.
• Perform quality assurance through call monitoring and initiate one-on-one coaching sessions as appropriate.
• Develop training curriculum for call center agents and facilitate training classes as appropriate.
• Monitors call agent interaction with customers to ensure demeanor, technical accuracy and conformity to company policies is followed by call agents.
• Monitors individual, team and call center statistics to identify and act on both positive and negative performance trends to ensure attainment of goals and performance targets.
• Communication and follow up with call agents to ensure they are fully informed of all new information related to services, procedures, sites, departments, customer needs and company related issues, changes or actions.
• Interprets, administers and adheres to organizational policies and procedures.
• Participates in departmental budget preparation and ongoing adherence to the budget.
• Other duties as assigned.

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  EDUCATION/LICENSURE:

• 2-3 years of supervisory experience overseeing a call center preferred.
• 3-5 years of experience working in a fast-paced call center.

Knowledge, Skills, Abilities and other Qualifications :

• 2-3 years of supervisory experience overseeing a call center preferred.
• 3-5 years of experience working in a fast-paced call center.
• Experience in a hospital or primary healthcare setting preferred.
• Demonstrated exemplary customer service skills.
• Experience with EPIC or other Electronic Health Record preferred.
• Proficiency with Microsoft Office (Access, Excel, Word and Outlook).
• Strong written and verbal communication skills necessary.
• Must have sensitivity to, interest in and competence in cultural differences, HIV/AIDS, minority health, sexual practices, and a demonstrated competence and interest in working with persons of the transgender community or non-gender conforming community.
• Regular and predictable attendance is required.
• Must have reliable transportation and valid driver’s license.

OTHER INFORMATION:

Background and reference checks will be conducted. In accordance with Equitas Health’s Drug-Free Workplace Policy, pre-employment drug testing will be administered. Hours may vary, including working some evenings and weekends based on workload. Individuals are not considered applicants until they have been asked to visit for an interview and at that time complete an application for employment. Completing the application does not guarantee employment. EOE/AA

ORGANIZATION INFORMATION:

Established in 1984, Equitas Health is a regional not-for-profit community-based healthcare system and federally qualified community health center look-alike. Its expanded mission has made it one of the nation’s largest HIV/AIDS, lesbian, gay, bisexual, transgender, and queer/questioning (LGBTQ+) healthcare organizations. With 22 offices in 12 cities, it serves more than 67,000 individuals in Ohio, Kentucky, and West Virginia each year through its diverse healthcare and social service delivery system focused around: primary and specialized medical care, retail pharmacy, dental, behavioral health, HIV/STI prevention, advocacy, and community health initiatives.

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