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Call Center Manager

Behavioral Health Group Dallas, TX
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Behavioral Health Group (BHG), a leading provider of opioid addiction treatment services. BHG provides medication assisted treatment and counseling services in a conventional outpatient setting.

 

At BHG, we are committed to the belief that addiction is a brain disease, not a moral failing.  We are committed to treatment that embodies Hope, Respect, and Caring.

 

BHG is looking for a proven Call Center Manager who can lead our representatives to better performance and improve service quality. The Call Center Manager will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes in an effort to better support customers. The selected candidate will have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.

 

To be a successful Call Center Manager, you should be focused on improving your team of representatives and call center practices. You should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing on the floor.

 

We're looking for a solid manager who can handle hiring, training, coaching, and leading call center representatives as they provide support for customers and satisfy the business end by preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.


  • Develop objectives for the call center’s day-to-day activities
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
  • Assume responsibility of budgeting and tracking expenses
  • Hire, coach and provide training to personnel to maintain high customer service standards
  • Monitor and improve ordering, telephone handling and other procedures
  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)
  • Prepare reports for different departments or upper management
  • Hire, train and onboard new Call Center Agents as required to meet quotas
  • Provide coaching and assistance to call center agents on an ongoing basis
  • Oversee and ensure conflict resolution between associates and customers
  • Ensure that all employees follow the company's best practices for call center management and operations
  • Develop and facilitate presentations to motivate and educate call center agents
  • Communicate company goals so every employee understands his or her role
  • Conduct periodic surveys of customers and potential customers to ensure quality control

  • High school diploma or equivalent; Higher degree in a relevant discipline preferred
  • 6+ years' experience in managing telemarketing or an outbound call center team
  • Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus
  • Proven experience as call center manager or similar position
  • Experience in customer service is required
  • Familiarity with telemarketing software systems (Cisco and 8x8 preferred)
  • Proficient in MS Office and Salesforce CRM programs
  • Excellent communication, management, interpersonal and leadership skills required
  • Advanced conflict resolution skills required
  • Ability to work overtime as necessary to meet quotas and guide team
  • Knowledge of performance evaluation and customer service metrics
  • Solid understanding of reporting and budgeting procedures
  • Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
  • Excellent organizational and leadership skills with a problem-solving ability

 

GREAT Opportunities -- Our Team Members are motivated self-starter’s who excel in a fast-paced environment and become a valued member of our team.

 

GREAT People -- Our staff has a passion to be the best, sharing a strong work ethic and dedication to providing world-class support to the teams in the field who serve our patients every day!

 

GREAT Support -- We recognize that our success, and that of our patients, relies on the quality of our Team Members. Once we have identified and hired a new Team Member, we work diligently to keep their skills and talent engaged by providing the systems, tools and training necessary.

 

#CB

#IND

 

Company Description
Behavioral Health Group (BHG), a leading provider of opioid addiction treatment services. BHG provides medication assisted treatment and counseling services in a conventional outpatient setting.
At BHG, we are committed to the belief that addiction is a brain disease, not a moral failing. We are committed to treatment that embodies Hope, Respect, and Caring.

Behavioral Health Group

Address

Dallas, TX
USA