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Call Center / Operations Manager

Astrup Companies
Saint Paul, MN Full Time
POSTED ON 3/7/2025
AVAILABLE BEFORE 6/5/2025

Description

Sterling Specialty Pharmacy is part of Astrup Companies, an innovative, growing, family-owned business located in Mendota Heights, MN. We have a rich, 70 year history, with companies servicing every aspect of the pharmacy industry. As an employee of Sterling Specialty Pharmacy, you can expect to be treated with care and respect. We have a state of the art facility that was built in 2017 and are looking to continue to grow our strong team as our business grows!

  • This position would be a Monday - Friday position with competitive wages.
  • Looking for Full-time position.
  • We offer Full health benefits, a 401(k) program with a company match and a discretionary Profit Sharing bonus program.
  • This is a closed door pharmacy with no direct patient contact.
  • We are a rapidly growing business with many opportunities for professional growth and advancement.

To learn more about Astrup Companies, go to this link : https : / / astrupcompanies.com /

Qualifications :

Required Education / Training / Professional Experience :

  • At least 5 years of call center and personnel management experience.
  • College degree in communications, business management, or related field is preferred
  • High school diploma or equivalent G.E.D. required.
  • Knowledge of call center software required
  • Proficiency in all Microsoft Word, Excel, etc. required.

    • Position Summary : The Call Center / Operations Manager is primarily responsible for managing the operations of our busy and growing pharmacy call center of 60 people. The includes coaching call center staff through challenging customer service issues, analyzing call center data and preparing insights and reports for management, and evaluating staff effectiveness and performance. Effectively balancing team management, analytics, and human resource management is critical to this role. As the pharmacy and call center continue to grow, evolving our current phone software workflow is critical to our success. Gaining efficiency in our staffing with enhanced contact center solutions and potential AI innovations is on our roadmap and this role will lead that initiative. The Call Center Manager will also have additional General Manager functions including being the primary point of contact for vendors, building maintenance, etc. and managing these relationships.

    Expected Professional Competencies :

  • Engages in appropriate continuing professional development
  • Practices professionally
  • Practices legally
  • Practices ethically
  • Decision making skills
  • Analytical skills
  • Team working skills
  • Communication skills
  • Problem-solving and conflict resolution skills
  • Customer Service skills
  • Detail oriented

    • Licensure / Certification Requirements :

  • None

    • Core Competencies & Responsibilities :

  • Work with management team to develop call center objectives with a strong focus on efficiency
  • Hire, onboard, and train call center personnel
  • Analyze call center data and prepare and present reports to management
  • Evaluate staff effectiveness and performance annually or as needed.
  • Evaluate and enhance current phone systems and call center workflow
  • Effectively manage relationships with vendors, building maintenance, etc.

    • Performance Requirements :

  • Treat your employees well. Communicate. Care. Respect their time, work and talents
  • Possess a thorough knowledge of organizational policies, procedures, and systems
  • Comply to all Astrup Companies policy and procedures and ensure follow-through with employees
  • Create a culture of positivity and excitement within the workplace
  • Effectively coordinate activities of others
  • Develop constructive and cooperative working relationships with other team members
  • Be able to multitask
  • Be focused and disciplined
  • Possess excellent organizational skills, with attention to detail and accuracy
  • Be self-motivated and able to work well on an independent basis
  • Display strong customer service skills
  • Innovate - Think outside-the-box. Bring original ideas to the team / organization
  • Embrace our Guiding Principles. Use them to guide decision making.
  • Go Beyond!

    • Physical Requirements & Work Demands :

  • Frequent immobility and / or sitting required for extended periods of time.
  • Some bending and stooping required.
  • Requires manual dexterity to operate keyboard, calculator, copy machine, and other office equipment.
  • The ability to work 40 hours or more per week, if necessary
  • The ability to maintain a flexible schedule when need arises

    • Working Environment :

  • Normal office environment

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