MAX - CMS Director
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.
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.
Benefits
- 11 Paid Holidays
- 401(k)
- 401(k) matching
- AD&D insurance
- Dental insurance
- Disability insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid sick time
- Paid time off
- Paid training
- Referral program
- Vision insurance
- Company paid single coverage Bronze or Silver plan health care
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What This Job Offers
Job Type
Full-time
Career Level
Manager
