Call Center Manager

Join Our Team as a Call Center Manager!

Position Summary: Are you a natural leader with a passion for ensuring exceptional customer service? We're seeking a dedicated Call Center Manager to provide oversight and guidance to our Call Center Representatives, ensuring smooth operations and adherence to our core values at Covenant Family Solutions.

Key Responsibilities:

• Supervise and lead our team of Call Center Representatives, including daily huddles, individual meetings, and performance management.
• Collaborate with call center software developers and help desk to optimize performance.
• Develop and refine processes and procedures to enhance the efficiency of our Call Center Representatives.
• Conduct interviews for new hires and conduct performance reviews for team members.
• Manage and respond to help tickets and client concerns, ensuring timely resolution.
• Work closely with the Chief Operating Officer to ensure key performance indicators are met and implement corrective action when necessary.
• Assist in managing the Call Center budget and provider availability for new clients.
• Attend leadership meetings, provide training, and develop agendas for call center meetings.
• Oversee EAP initial scheduling, billing, and scripting for phone, text, and chat interactions.
• Conduct call center recording reviews for training purposes and communicate effectively with internal departments.

Requirements:

• Excellent time management skills with the ability to multitask and perform well under pressure.
• Strong communication skills, both verbal and written, with a focus on providing exceptional customer service.
• Proficient computer skills and familiarity with word processing software.
• Conflict resolution skills and a commitment to maintaining client confidentiality.
• Bachelor's degree in communications, business management, or related field preferred; associate degree required, or equivalent combination of education and experience.
• Minimum of two years of experience managing a call center and two years of supervisory experience.
• One year of experience in behavioral health or related field preferred.
• Familiarity with Electronic Health Record systems is advantageous.

Join Our Dynamic Team Today! If you're ready to lead a team of dedicated Call Center Representatives, ensuring the highest level of service and adherence to our core values, we want to hear from you! Apply now to become a vital part of our team at Covenant Family Solutions.

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