Area Manager

Job Summary:We are currently seeking a dynamic Contact Center Supervisor to work in our client's Valencia Contact Center. Their agents process telephone orders from patients and referral sources in a fast-paced, high-volume environment. The primary function of this position is to provide excellent customer service.Key Job Responsibilities:Achieve sales, expense, and operating income budgetSupervision and direction of office and distribution center staffMotivation of personnel through positive reinforcement, team environment, communication of clear objectives, and performance reviewsConduct monthly Quality Control reviews and review with CSRsResponsible for Sales Office semi-annual business planDevelop and implement center budget semi-annuallyMonitors and reviews reports for performance statistics, dailyManages abandonment rate to below 5%Runs and monitors dialer campaigns through to completionManages Available time to 5.5 hours or above per CSAMaintains sufficient phone coverage in specialty queuesMonitors, evaluates, and assists with follow-up on team hold screensMonitors and ensures completion of returned CSA documentsMonitors quality and productivity of CSAs and generates reportsMonitors calls to observe employee demeanor, technical accuracy, and conformity to company policiesAnswers questions and recommends corrective services to address customer complaintsCoaches agents through side-by-sides, monthlyDetermines work procedures, prepares work schedules, and expedites workflowStudies and standardizes procedures to improve efficiency of subordinatesMaintains harmony among workers and resolves grievancesPrepares and delivers monthly and annual performance reviews with managementIdentifies beneficial training topics based on questions and requests from CSAsCalculates and submits agent incentive pointsProcesses order cancellations and account deletionsConducts interviewsDelivers disciplinary action and maintains Key Incident LogsHandles and resolves escalation callsMiscellaneous projects as assigned by managerExperience/Qualifications/Education:2 years supervisory experience, preferably in a call center environment3-5 years customer service experienceHealth care industry experience preferredProficient in Microsoft Word and ExcelExcellent written and verbal communication skillsStrong organizational skillsBenefits:Medical, Dental and Vision401(k)Personal, Sick and Vacation DaysFlexible Spending AccountLife & Disability InsuranceEducation AssistanceEmployee DiscountsPailin Group Professional Search Consultants - Send resumes to Amanda Sonus - Senior Consultant asonus@pailingroup.com

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