Call Center Manager
Core
Supervise daily operations and personnel of a telemedicine call center to ensure maximum efficiency, quality of service, and cost effectiveness.
Role type
Senior Call Center Manager
Builds
Telemedicine consultation services via telephone and video for hospitals, urgent care centers, ambulance services, and the general public.
Domain
Healthcare / Telemedicine
Deliverable
client delivery
Required skills
Call center operations management, resource planning, performance evaluation, SLA management, process improvement, team leadership, data analysis, technical problem resolution, budgeting, MS Office proficiency
Preferred skills
'000' emergency call center or telehealth background, Bachelor's degree in business or management, Contact Call Center Management certification (CCCM)
Technologies
Phone systems, call center software, MS Office
Responsibilities
Maintain high client service standards, establish objectives and procedures for daily operations, improve performance and processes to support staff SLAs, provide resource planning to maximize utilization, utilize key metrics to evaluate performance and identify training needs, develop customer interaction procedures and training materials, design and implement solutions for technical problems, attend educational workshops to maintain knowledge of operations management
Seniority
Senior, hands-on IC
