Pailin Group Psc
Call Center Manager - Valencia, CA
Pailin Group Psc, California, Missouri, United States, 65018
We are currently seeking an experienced
Call Center Manager
to work in Valencia Call Center. Agents process telephone orders from patients and referral sources in a fast-paced, high-volume environment. The primary function of this position is to manage all employee, operation, and activity involving telephone customer support.Benefits:Medical, Dental and Vision401(k)Personal, Sick and Vacation DaysFlexible Spending AccountLife & Disability InsuranceEducation AssistanceEmployee DiscountsKey Job Responsibilities:Oversee development of departmental policies and proceduresDevelop short and long term goals for Contact Center DepartmentEnsure training and development of staffManage and coordinate implementation of customer service systemsWork with Quality Assurance Specialist to ensure that program goals and quality service are being achievedConduct studies and submit recommendations for improving contact center operationsOversee coordination of training for customer service agents on new productsProvide post-event reports, analysis, and regular status reports on contact center operations, including Flash Report and Business PlanIdentify operational issues and duties that benefit sales and productivityAnalyze “Month End Reports” for effectiveness in generating additional sales and calculate incentives to be paid to supervisors and assistantsAnalyze daily, weekly, and monthly phone system reportsDeliver performance reviews to staff and oversee preparation of performance reviews by the supervisorsInterview, select, ensure orientation, training, and when necessary discipline and/or discharge of personnelMiscellaneous projects as assigned by directorWork with WFM Specialist to achieve acceptable schedule adherenceExperience/Qualifications/Education:BA/BS degree in Business Administration, Management, or related discipline preferred4+ years management experience, preferably in a call center environment5+ years experience in a customer service/call center environmentStrong organizational, communication, and leadership skillsProficient in Microsoft Word and Microsoft ExcelTo apply, forward your resume and salary requirements to Roxxanne Miller at
rmiller@pailingroup.com .
#J-18808-Ljbffr
Call Center Manager
to work in Valencia Call Center. Agents process telephone orders from patients and referral sources in a fast-paced, high-volume environment. The primary function of this position is to manage all employee, operation, and activity involving telephone customer support.Benefits:Medical, Dental and Vision401(k)Personal, Sick and Vacation DaysFlexible Spending AccountLife & Disability InsuranceEducation AssistanceEmployee DiscountsKey Job Responsibilities:Oversee development of departmental policies and proceduresDevelop short and long term goals for Contact Center DepartmentEnsure training and development of staffManage and coordinate implementation of customer service systemsWork with Quality Assurance Specialist to ensure that program goals and quality service are being achievedConduct studies and submit recommendations for improving contact center operationsOversee coordination of training for customer service agents on new productsProvide post-event reports, analysis, and regular status reports on contact center operations, including Flash Report and Business PlanIdentify operational issues and duties that benefit sales and productivityAnalyze “Month End Reports” for effectiveness in generating additional sales and calculate incentives to be paid to supervisors and assistantsAnalyze daily, weekly, and monthly phone system reportsDeliver performance reviews to staff and oversee preparation of performance reviews by the supervisorsInterview, select, ensure orientation, training, and when necessary discipline and/or discharge of personnelMiscellaneous projects as assigned by directorWork with WFM Specialist to achieve acceptable schedule adherenceExperience/Qualifications/Education:BA/BS degree in Business Administration, Management, or related discipline preferred4+ years management experience, preferably in a call center environment5+ years experience in a customer service/call center environmentStrong organizational, communication, and leadership skillsProficient in Microsoft Word and Microsoft ExcelTo apply, forward your resume and salary requirements to Roxxanne Miller at
rmiller@pailingroup.com .
#J-18808-Ljbffr