Call Center Manager

Motion Picture Industry Pension & Health Plans•Los Angeles, CA

2d•Onsite

About The Position

For more than 70 years, the Motion Picture Industry Pension & Health Plans (MPI) has proudly served the entertainment community by supporting the financial and healthcare well-being of the people who bring stories to life — from set crews to post-production pros. We’re not just people and benefit specialists; we’re problem-solvers, collaborators, and stewards of trust. Our teams are guided by a simple mission: to improve the lives of those who work in the entertainment industry through accuracy, accountability, and care. MPI is recognized as a five-time certified Great Place to Work® employer and recipient of the World at Work Seal of Distinction because we believe people do their best work when they’re respected, supported, and inspired. MPI has an immediate opportunity for a hands-on Manager to act as a key leader in the Participant Services Center (PSC) Call Center. The Call Center Manager will possess excellent communication and organizational skills and have a passion for delivering outstanding customer service. Responsibilities include overseeing the day-to-day operations of a high-volume contact center, developing and mentoring Participant Services Center Representatives, collaborating with other managers to optimize performance, and brainstorm new processes to boost the contact center’s efficiency and productivity levels. This position works onsite in Studio City, CA. Local candidates only, relocation assistance is not provided. MPI requires employees to be vaccinated against Covid-19 with exceptions as required by law. Qualified candidates, please submit your current resume with a cover letter and your compensation requirements for consideration. Submissions will be reviewed; only candidates most closely matching the requirements of the position will be contacted.

Requirements

Bachelor’s degree in business administration or equivalent work experience required.
Demonstrated success in a supervisory role managing 10-25 employees, with a proven track record of effectively overseeing contact center operations, leading teams, and improving service quality and efficiency.
Ability to analyze data, identify trends, and develop effective solutions to improve contact center performance and resolve participants’ issues.
Strong ability to make informed and timely decisions that enhance operational efficiency and participants’ satisfaction.
Excellent verbal and written communication skills, with the ability to build rapport with team members and participants, and effectively convey information.
Extensive experience with industry-standard contact center software and CRM platforms, ensuring seamless operations and accurate record-keeping.
Demonstrated experience in adopting contact center automaton solutions.
Advanced PC skills to include Microsoft Office Suite Word, Excel and Outlook.
Proven leadership skills in developing, coaching, and motivating a diverse team to achieve their full potential and meet performance targets.
Ability to remain calm and composed under pressure, efficiently resolving challenging participants’ concerns and maintaining high levels of satisfaction.
Understanding of MPIPHP’s offerings and policies, enabling the delivery of accurate information and consistent service to participants.
Excellent attendance and reliability, with the ability to work extended hours as required.
Ability to work well with individuals at all levels of the organization.
Ability to accept direction and developmental guidance from supervisor.

Responsibilities

Manage the day-to-day operations of a high-volume contact center, ensuring smooth and efficient processes.
Develop, mentor, and train PSC Representatives, including interviewing and onboarding new hires and training them in call handling techniques.
Oversee employee progress, providing regular feedback and implementing improvement plans as needed.
Address and resolve complex participant issues, working closely with dissatisfied participants to find satisfactory solutions consistent with MPI participant experience service model.
Schedule shifts to balance staff availability with the needs of the contact center, always ensuring adequate coverage.
Brainstorm and implement new processes to enhance efficiency and productivity levels within the contact center.
Monitor call and email quality and ensure adherence to customer service and quality standards and protocols.
Work collaboratively with department leaders and other managers to optimize overall department and individual performance levels and service quality.
Generate and analyze reports on contact center metrics, using data to inform strategic decisions and operational improvements.
Ensure that all participant interactions are handled professionally and courteously, maintaining high levels of participant satisfaction, measured through post call surveys, call quality assurance, and other measures as defined by Chief Experience Officer.
Utilize strong multitasking abilities and organizational skills to manage multiple tasks while maintaining a structured and efficient workflow.
Provide guidance on content to ensure PSC Representatives have the latest information.
Ensure department compliance with regards to Health Insurance Portability and Accountability Act (HIPAA) regulations related to the protection of personal history information.
Perform other duties as assigned.