MAX - CMS Director

Coast Professional•Winchester, KY

1d•Onsite

About The Position

The Call Center Manager works with and directs employees regarding their position responsibilities. Manager is responsible for all High-Risk transactions as defined by the organization. This position will manage assigned CSR employees’ performance to ensure a balance of optimum productivity, goals and budgets are met; coach, develop, and counsel subordinates to achieve quality performance, providing ongoing training when necessary; manage the activities involved in quality resolution of performance issues relating to assigned CSR employees. Prepare and update reports in a timely and accurate manner ensuring deadlines are met, while evaluating key performance indicators to identify training needs and development opportunities.

Requirements

Bachelor’s degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.
Ability to work effectively in a fast paced and dynamic environment.
Strong organizational and time management skills.
Successfully pass pre-employment (post offer) background check.
Physical presence in the workplace is essential.
Safeguard the computer systems by following proper username and password management which includes selecting challenging passwords and committing them to memory, they should not be written down or stored where others can freely have access.
Securing your desk and workstation when you are not there. This includes locking your session and putting sensitive paperwork away when not physically at your desk.
Not to share your username or password with anyone.
Never shadow your entry into a Strategic BPO Solutions facility. If this occurs quickly report this action immediately.
Follow all Information Technology policies and procedures regarding the management system accounts and equipment.
If you witness any security violation, you should immediately report it to management.

Nice To Haves

Strong leadership and coaching skills to develop high-performing teams.
Expertise in handling high-risk transactions and ensuring regulatory compliance.
Excellent communication skills and a solution-oriented mindset.

Responsibilities

Oversee the daily operations of a call center team to ensure performance metrics are met.
Operations reports, weekly, monthly, and yearly.
Time measurement and review of internal staff including yearly performance reviews.
Ensure company policies and procedures are being enforced by management.
Maintain accurate employee records.
Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures.
Provide updates to staff regarding these policies and procedures.
Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
Address inadequate quality issues with Supervisory team in relation to reviews and corrections of call monitors.
Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
Monitor call center compliance with ISO standards as applicable.
Implement necessary corrective actions to ensure consistent applications of all laws, regulations, policies, and procedures pertinent to the Call Center.
Responsible for identifying and resolving issues, problems, and concerns with employees.
Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.