What are the responsibilities and job description for the Manager, Call Center position at Carewise Health, Inc?
The Call Center Manager is responsible for the daily operations and functions within the call center / support staff. The functions include the management and operation of the telephone lines, facsimile operations, provider / member outreach, and general intake duties. This role has strong knowledge of call center functions, workflow principles, workforce management, and personnel management.
Essential Function
- Ensure client satisfaction by meeting or exceeding all contracted SLAs surrounding the call center.
- Monitor telephone queues by utilizing the current software / application / tool; designate who will monitor in his / her absence.
- Manage staffing models to meet contracted SLAs.
- Answer routine process and system related questions and research more involved situations as warranted.
- Handle irate callers when associates have exhausted all other avenues.
- Interview, hire, coach, and terminate associates within his or her team.
- Utilize call recording software to assess results, develop and coach team members.
- Investigate and respond to all complaints within his or her team.
- Prepare and present Annual Performance Appraisals for all team members.
- Conduct side-by side coaching and silent call monitoring and provide feedback to ensure call quality meets or exceed standards.
- Create individual development plans / counseling if necessary.
- Develop and mentor associates by providing customer service skills techniques, technical / systems and regulatory expertise across product lines.
- Work directly with the unit leadership team to provide ongoing product / system training as required.
- Work with other members of leadership to provide support of feedback from operations
- Promote morale by providing encouragement and motivation for all staff members.
- Create an engaging, high performance work environment that contributes to effective team synergy and the representative’s growth and learning.
- Other duties as assigned.
Required Skills
Requirements
Required Experience
Requirements