Call Center Manager - (Healthcare Industry)

EXL • United States,

2d • $60,100 - $85,800

About The Position

The Call Center Manager is responsible for overseeing day-to-day customer service operations, ensuring efficient handling of inbound and outbound calls while maintaining high-quality service standards. This role involves managing a team of customer service representatives, providing coaching and performance feedback, and monitoring workflow to meet client-specific service levels. The supervisor ensures accurate and timely updates to policy information, compliance with all regulatory requirements (including HIPAA), and strict adherence to established communication scripts and procedures.

Requirements

• Experience in a Call Center Management role
• Knowledge of customer service operations
• Ability to manage a team
• Coaching and performance feedback skills
• Workflow monitoring skills
• Understanding of client-specific service levels
• Knowledge of policy information updates
• Understanding of regulatory requirements (including HIPAA)
• Familiarity with communication scripts and procedures

Responsibilities

• Overseeing day-to-day customer service operations
• Ensuring efficient handling of inbound and outbound calls
• Maintaining high-quality service standards
• Managing a team of customer service representatives
• Providing coaching and performance feedback
• Monitoring workflow to meet client-specific service levels
• Ensuring accurate and timely updates to policy information
• Ensuring compliance with all regulatory requirements (including HIPAA)
• Ensuring strict adherence to established communication scripts and procedures

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed