[Hiring] Call Center Manager @Lifepoint Health

Role Description

The Call Center Manager is responsible for leading a team of call center associates who are interacting with patients telephonically on a day-to-day basis. Daily duties include:

• Training, monitoring, mentoring, and assisting associates with call handling and troubleshooting.
• Handling escalated calls professionally and serving as a role model for the team.
• Providing assistance in developing training tools and resolving process issues to improve performance for our clients.
• Ensuring team quality and productivity goals are achieved on a daily basis.

Essential Functions:

• Oversee all aspects of daily team activities.
• Onboard new employees and work closely with them to bring them to full capability.
• Monitor key productivity indicators such as wait times, abandonment rates, etc. to ensure the team stays focused on serving our clients.
• Responsible for helping to resolve problems and complaints. Assists with escalated calls.
• Communicate solutions, successes, and opportunities to the team with an eye on continual improvement.
• Perform call monitoring, coaching, and training, disciplining and reviewing team daily, weekly, and monthly.
• Work to consistently have tools and aides for employees that are accessible, accurate, and current to ensure that the team receives appropriate support and training.
• Foster a team mentality and approach to improvement and serving our customers well.
• Be present and available for your team, communicate positively and provide feedback and constructive criticism.
• Keep track of attendance, daily statistics, paid time off, sick time, etc.
• Be available to affect the entirety of the team’s operations.
• Maintain departments policies and procedures, reviewing and updating as needed.

Qualifications

• 3+ years management experience including hiring, training, coaching, and discipline required.
• 3+ years call/contact center management experience, focusing on inbound and outbound call programs.
• Healthcare image scheduling experience preferred.

Requirements

• Must live in the United States.
• Salary range: $75,000-$85,000.
• Hours: Monday-Friday 8am-5pm (hours may change due to business needs).

Benefits

• Competitive salary.
• 401k.
• PTO.
• Medical, dental, and vision insurance.
• Tuition reimbursement.
• Employee Assistance Program.