Call Center Manager

Virginia Eye Institute•Richmond, VA

5d•Onsite

About The Position

The Virginia Eye Institute (VEI) is hiring! VEI is a large and dynamic practice of ophthalmologists and optometrists in the Richmond, VA area. We are searching for a full-time Call Center Manager to join our busy practice. Job Purpose The Call Center Manager is responsible for managing the Call Center Teams and developing staff to ensure high levels of customer satisfaction and achievement of KPI goals. The position will lead execution of all customer focus strategies related to the call center to achieve company financial and operational objectives, Service Level (SLA) Metrics, as well as customer and employee satisfaction expectations. The Call Center Manager will partner with other areas of the enterprise to understand new processes and expand current business levels and KPIs.

Requirements

Proven management/leadership experience.
Proven analytics experience.
Strong organizational and planning skills.
Strong verbal and written communications skills.
Ability to handle multiple tasks and work with shifting priorities.
Proficient with computers and related applications.
Bachelor’s degree in a related field.
Advanced knowledge of computer and software (MS Office) as well a knowledge of Call Center Technologies.
5-6 years of experience managing a Call Center with direct report responsibility.
6-10 years of work-related experience in a Call Center environment.

Nice To Haves

Project Management Experience is preferred
Certified Patient Service Representative

Responsibilities

Supervise Switchboard operators, as well as mail couriers and medical records.
Supervisory responsibilities include hiring decisions, termination requests, time authorizations, the development and presentation of performance appraisals, professional development and coaching of subordinates.
Coach and Mentor Team Leads
Responsible for responding to all patient complaints, issues, concerns.
Serve as liaison between VEI and 3rd Party Afterhours on-call vendor.
Evaluate, manage and oversee all inbound and outbound Call Center systems including but not limited to telephone, e-mail, fax, and live chat functions
Supervise Call Center Representatives in day-to-day activities to ensure that customer issues, appointments, and any questions are being resolved in order to meet the highest quality standards.
Investigate and find creative solutions to customer complaints.
Generate meaningful reports and analyze data to allocate resources.
Periodic call monitoring of Call Center Representatives calls. Provide timely feedback to staff to support the continuous improvement of the quality of our customer service.
Establishes, in conjunction with leadership, operating procedures consistent with the requirements, policies and objectives, and ensures their execution.
Evaluates the results of program operations regularly and systemically and provides key performance reports to Leadership Team
Provide leadership and direction to the Call Center Team Leadership by establishing communications that foster new ideas and innovative approaches; establish development plans utilizing a variety of learning opportunities.
Communicate to executive management information regarding significant issues.
Provide periodic reports to executive management on service level statistics and other relevant trends in customer service.
Analyze daily, weekly and monthly reports to current status and recommend future resource planning.
Ensure staff performance issues are addressed in a timely and professional manner.
Other projects as directed