Call Center ManagerCall Center Manager
Job ID #:3811 Location:US-MO-St. Louis
Functional Area:Patient Communications Department:Patient Communication
Position Type:Full-Time Education Required:HS Diploma/GED
Experience Required:Not Indicated Relocation Provided:
Position Description
We are currently seeking a Call Center Manager to be responsible for the overall operational and financial results of the Call Center. Works closely with the Leadership Team, Client Services and Supervisors to ensure that the center meets or exceeds its goals as it pertains to revenue growth, budget, profit growth and continuous improvement.
Essential Duties & Responsibilities:
Selects, trains, and develops an effective and efficient staff:
. Makes every reasonable effort to select, train, and develop qualified, diverse workforce.
. Establishes and communicates performance standards and objectives; conducts performance appraisals.
. Monitors operations and staff and recommends, when necessary, changes in methods, procedures, structure, and additions or changes in personnel to secure optimum utilization of resources.
. Monitors department work productivity, reports on trends, and recommends and implements changes to continually improve work productivity.
. Develops subordinate managers and/or supervisors, particularly in the management techniques of planning, organizing, leading and controlling through continued coaching and feedback on performance.
Ensures that operational and customer related functions of the call center are completed timely, accurate and sufficient to meet standards. Meets with the key team members regularly to discuss and analyze productivity and service.
Ensure continual improvement of productivity standards and team member performance in order to achieve all financial/budgetary goals. Formulates call center administrative policies, identifies inconsistencies and develops action plans consistent with Stericycle's Customer 1st vision.
Ensures that client, representative and systems issues are escalated and communicated to the appropriate team, as required.
Reviews and works with Supervisors in developing an analyzing reports to monitor the overall operations and performance of the call center (e.g. Quantify Data, Trending KPI's, etc.).
Drives process improvement and client retention initiatives by utilizing continuous improvement practices.
Reviews, analyzes and/or approves the following:
. Payroll registers-Ensure all overtime hours are necessary and all team members are working efficiently.
. A/P batches and expense reports - Monitor expenses and account for unexpected changes.
. Manage capital expense projects.
. Monthly expense reporting (FRX).
. Monthly revenue/volume reports.
. New Team Member offers and paperwork.
Performs other related duties and/or project work as required or requested.
Position Requirements
Education & Experience:
Education equivalent to a Bachelor's degree, or the equivalent in related work experience.
Ten or more years of progressive management experience in a high-volume call center environment.
Demonstrates superior customer service skills and knowledge of Continuous Quality Improvement practices.
Demonstrates the ability to manage within an established budget as well as strong knowledge of budgetary processes, P&L statements, asset management, and project management.
Demonstrates intermediate to advanced knowledge of Microsoft Office products including Word, Excel, PowerPoint, and Outlook. Must be able to input, monitor and manipulate data within these applications.
Must have the ability to work a flexible work schedule (including nights, weekends and holidays).
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