Call Center Manager

Join CHEMED as our Call Center Manager and help us make a great first impression! You will lead a team of caring individuals who pride themselves on customer service. Your role will be to enhance the team’s capabilities and create better structure for the group.

The Center for Health Education, Medicine, and Dentistry (CHEMED) is a leading healthcare provider in New Jersey, dedicated to delivering top-notch primary care, health education, and a range of social services to our community. As a key leader in our team, you’ll play a vital role in ensuring that our patients receive the exceptional care and support they deserve.

If you enjoy building people, the value of providing great customer service and having a good time while doing so, we want to hear from you!

We offer competitive pay, excellent benefits, and a cheerful, upbeat work environment with opportunity for growth.

Key Responsibilities:

• Lead & Motivate: Inspire a team of dedicated patient service representatives to deliver high-quality service with enthusiasm and professionalism. Foster a positive and high-energy work environment.
• Performance Management: Set clear daily, weekly, and monthly goals for the team, focusing on improving efficiency, reducing wait times, and enhancing patient satisfaction.
• Ownership & Pride: Encourage staff to take ownership of their roles, ensuring each call is handled with care and pride in representing CHEMED.
• Streamline Operations: Create efficiencies within the team, ensuring the daily 1,000 calls we receive are handled with minimal wait times and exceptional service.
• Data-Driven Decision Making: Use key metrics, performance data, and reporting tools to track call volume, staff productivity, customer feedback, and service levels. Use this data to implement strategies that continuously improve performance.
• Training & Development: Identify skill gaps and provide hands-on training and development opportunities for your team. Ensure all team members are equipped to meet both individual and company goals.
• Problem Solving & Escalations: Quickly address escalated patient issues and find efficient resolutions that benefit both the patient and the company.
• Reporting & Goal Setting: Regularly report on KPIs, trends, and opportunities for improvement. Work with leadership to set challenging yet attainable goals for team growth and performance.

What We're Looking For:

• Proven experience managing a fast-paced call center, preferably handling 1,000 calls daily.
• Strong leadership, coaching, and motivational skills with a passion for developing people.
• Expertise in using call center software and reporting tools to track and analyze performance.
• Ability to create a high-energy, positive team environment while driving results.
• Demonstrated ability to reduce wait times and improve patient satisfaction through process improvement.
• Excellent communication, organizational, and problem-solving skills.
• Ability to handle escalated patient issues with professionalism and empathy.

If you are an energetic and data-driven leader ready to make an impact in a high-performance environment, apply today to join our team!

Qualifications
- Strong leadership skills with a proven track record of managing teams effectively
- Experience in a call center environment, demonstrating the ability to oversee operations and ensure high-quality customer service
- Proficiency in process improvement techniques to enhance call center efficiency
- Excellent communication skills to interact with staff, customers, and stakeholders effectively
- Previous experience in project management and a background in analyzing call center performance
- Bilingual proficiency in English and Spanish is a plus for this role

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Ability to Relocate:

• Lakewood, NJ 08701: Relocate before starting work (Required)

Work Location: In person