Manager, Call Center Operations

Medical University of South Carolina • Charleston, SC

6d • Onsite

About The Position

The Manager of Call Center Operations reports to the Director, Call Center Operations (Ambulatory). Under limited supervision, the Manager of Call Center Operations provides visible and proactive management to maintain effective operations and to promote customer satisfaction. This role maintains daily operational call center activities including supervision of Leads, Trainers and Referral Management Specialists to promote accuracy and optimal customer service. This position ensures call center best practices are achieved in areas of key performance indicators, quality, customer satisfaction and staff engagement, with continuous focus on people, process and technology.

Requirements

• Bachelor's Degree or Equivalent
• 7 years progressive work experience
• 2 years management experience

Responsibilities

• Manages one or more functional areas of a department.
• Manages two or more professional and support staff including subordinate supervisors.
• Typically has hire, fire, or promotion authority.
• Evaluates and makes improvements to department processes while ensuring compliance with organizational policies and applicable laws and regulations.
• Manages initiatives, strategic priorities and programs which have an impact on the organization.
• Works independently and in collaboration with leadership to support the budget process and meeting key operational goals.
• Plans, organizes, facilitates, monitors, and evaluates activities and functions of the department/functional business area based employee/organizational goals.
• Collaborates with leaders to establish operating procedures, enhance clinical/non-clinical workflows, increase productivity, and improve overall quality outcomes and operational efficiencies within a variety of delivery settings.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager