Livanta
Call Center Manager I
Livanta, Virginia Beach, Virginia, us, 23450
Summary
The Call Center Manager will oversee daily operations, manage call center staff, and ensure the highest level of customer service is provided. In this role, you will be responsible for developing and implementing call center strategies, monitoring performance metrics, and driving team performance to meet and exceed established goals.
Responsibilities
Manages Call Center staff to ensure the quality of their performance and their production levels consistent with Livanta's standards and meet CMS' contractual requirements; makes adjustments in accordance with established priorities; and assigns individual and team tasks.Identifies, distributes and balances workload and tasks among staff in accordance with departmental needs, established work flow, and skill level.Provides leadership and assists the team in the selection and application of appropriate problem solving methods and techniques; advises on work methods, practices and procedures; assists the team and/or individual members in identifying parameters of a viable solution.Monitors and reports on the status and progress of work and makes day-to-day or hour-to-hour adjustments in accordance with established priorities, obtaining assistance from Director on problems that arise.Checks work in progress or spot checks and reviews completed work to see that instruction on work priorities, work sequence, procedures, methods, deadlines and quality have been met.Amends or rejects work not meeting established standards; refers to supervisor questions or matters not covered by standards and any identified problems in meeting internal and external performance standards.Provides technical and morale support to the staff.Conducts personnel administration duties including interviewing, hiring, maintaining attendance and approving timekeeping.Prepares and delivers timely staff performance appraisals, enforcing Livanta's policies, and applying disciplinary action when needed including the review of employee's requests for leave/vacation.Initiates and coordinates on-going training schedules for new and existing Call Center staff.Reviews and analyzes call center management statistics to meet targeted metrics and overall performance objectives.Participates in the continuous improvement process to identify quality issues and recommend solutions.Facilitates the effective resolution of client and provider customer services related issues/complaints.Develops and facilitates the establishment of new and existing procedures to ensure the accuracy and integrity of the Call Center and assists with updating working documents and manuals.Protects the confidentiality of patient information through compliance with the Health Insurance Portability and Accountability Act (HIPAA) and the Health Information Technology for Economic and Clinical Health Act (HITECH).
Qualifications and Requirements
Essential Knowledge:Call center supervisory experience using call center management tools and technologies (Call Management Systems, ACD, IVR, etc). Strong technical writing in terms of documentation, procedures, scripts, etc. Strong desktop application tool experience (i.e., MS Word, Excel, Windows, Internet Explorer, etc). Knowledge of CMS, Medicare and the BFCC-QIO programs or health related business experience.Essential Education:A Bachelor's degree is required plus two years of experience related to a majority of the essential functions of the job, or four years of experience related to the essential functions of the job. Formal training in Call Center Management preferred.Essential Skills:
Excellent written and verbal communication skills required.Strong analytical ability and problem solving skills.Ability to manage others and work as a team member by maintaining good working relationships with co-workers, management and customers is a must.Ability to enforce management direction and discipline in the call center.Ability to organize and coordinate multiple simultaneous tasks in a team environment.Experience and skill in word processing, basic spreadsheet and presentation software applications; familiarity with database software programs (Microsoft Office).
Desired Characteristics
Must be flexible and proactive in covering and overseeing services provided by the area or function under the Director's control. This may require extended hours of work during the week, weekends, and on holidays, on demand or in order to prevent adverse situations from occurring. Schedules vary, and include weekends & holiday shifts. Requires establishment and maintenance of good professional relationships with people at all levels within the company as well as physicians and others outside of the company.
Salary:
$60,000 annualPosted:
4 hours agoLocations:
Virginia Beach585 London Bridge RdVirginia Beach, Virginia 23454Career Level:
ManagerClearance Requirement:
Not applicableTelecommuting options:
Part-time telecommuting is okay
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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The Call Center Manager will oversee daily operations, manage call center staff, and ensure the highest level of customer service is provided. In this role, you will be responsible for developing and implementing call center strategies, monitoring performance metrics, and driving team performance to meet and exceed established goals.
Responsibilities
Manages Call Center staff to ensure the quality of their performance and their production levels consistent with Livanta's standards and meet CMS' contractual requirements; makes adjustments in accordance with established priorities; and assigns individual and team tasks.Identifies, distributes and balances workload and tasks among staff in accordance with departmental needs, established work flow, and skill level.Provides leadership and assists the team in the selection and application of appropriate problem solving methods and techniques; advises on work methods, practices and procedures; assists the team and/or individual members in identifying parameters of a viable solution.Monitors and reports on the status and progress of work and makes day-to-day or hour-to-hour adjustments in accordance with established priorities, obtaining assistance from Director on problems that arise.Checks work in progress or spot checks and reviews completed work to see that instruction on work priorities, work sequence, procedures, methods, deadlines and quality have been met.Amends or rejects work not meeting established standards; refers to supervisor questions or matters not covered by standards and any identified problems in meeting internal and external performance standards.Provides technical and morale support to the staff.Conducts personnel administration duties including interviewing, hiring, maintaining attendance and approving timekeeping.Prepares and delivers timely staff performance appraisals, enforcing Livanta's policies, and applying disciplinary action when needed including the review of employee's requests for leave/vacation.Initiates and coordinates on-going training schedules for new and existing Call Center staff.Reviews and analyzes call center management statistics to meet targeted metrics and overall performance objectives.Participates in the continuous improvement process to identify quality issues and recommend solutions.Facilitates the effective resolution of client and provider customer services related issues/complaints.Develops and facilitates the establishment of new and existing procedures to ensure the accuracy and integrity of the Call Center and assists with updating working documents and manuals.Protects the confidentiality of patient information through compliance with the Health Insurance Portability and Accountability Act (HIPAA) and the Health Information Technology for Economic and Clinical Health Act (HITECH).
Qualifications and Requirements
Essential Knowledge:Call center supervisory experience using call center management tools and technologies (Call Management Systems, ACD, IVR, etc). Strong technical writing in terms of documentation, procedures, scripts, etc. Strong desktop application tool experience (i.e., MS Word, Excel, Windows, Internet Explorer, etc). Knowledge of CMS, Medicare and the BFCC-QIO programs or health related business experience.Essential Education:A Bachelor's degree is required plus two years of experience related to a majority of the essential functions of the job, or four years of experience related to the essential functions of the job. Formal training in Call Center Management preferred.Essential Skills:
Excellent written and verbal communication skills required.Strong analytical ability and problem solving skills.Ability to manage others and work as a team member by maintaining good working relationships with co-workers, management and customers is a must.Ability to enforce management direction and discipline in the call center.Ability to organize and coordinate multiple simultaneous tasks in a team environment.Experience and skill in word processing, basic spreadsheet and presentation software applications; familiarity with database software programs (Microsoft Office).
Desired Characteristics
Must be flexible and proactive in covering and overseeing services provided by the area or function under the Director's control. This may require extended hours of work during the week, weekends, and on holidays, on demand or in order to prevent adverse situations from occurring. Schedules vary, and include weekends & holiday shifts. Requires establishment and maintenance of good professional relationships with people at all levels within the company as well as physicians and others outside of the company.
Salary:
$60,000 annualPosted:
4 hours agoLocations:
Virginia Beach585 London Bridge RdVirginia Beach, Virginia 23454Career Level:
ManagerClearance Requirement:
Not applicableTelecommuting options:
Part-time telecommuting is okay
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
#J-18808-Ljbffr