Call center manager job description

An exciting opportunity is readily available as a Call Center Manager with a reputable health system in Illinois. This is a full-time, permanent position where the Health System Call Center Manager is expected to work onsite and will be a direct-hire employee for a reputable Illinois based health system.

For over 75 years, this health system has provided exceptional primary and specialized care to patients throughout the suburbs of Illinois. With 600+ physicians, 80 + medical specialities and subspecialties across over 20 counties, this community based organization continues to grow, integrate state-of-the-art technology, and employ word-class talent. This health system is known for their high quality, accessible healthcare options, community outreach programs, and array of inpatient and outpatient medical services and specialties.

The Health System Call Center Manager will oversee the high-performing call center, accountable for leading multiple teams across patient access, registration, and scheduling. The Health System Call Center Manager assists with staff training, ensures regulatory compliance, updates policy procedures, and works closely with the IT staff and Professional Billing Office.

It is crucial that the Health System Call Center Manager has strong customer service experience, previous experience building or growing an inbound or outbound call center and leading a team.

Reside in a city of Illinois that is home to young working professionals and families. With a great work-life balance, the Health System Call Center Manager will enjoy visiting historic monuments and museums, strolling along Washington Park Botanical Garden, and dining at the delicious local restaurants. Since the Health System Call Center Manager will live in central Illinois, the Health System Call Center Manager can easily take day trips to Chicago, Illinois, Indianapolis, Indiana or St Louis, Missouri.

Employing over 3,000 individuals, this hospital was recognized by a local Business Journal as one of the “Best Places to Work” in central Illinois. Plus, this health system is prepared to offer the Health System Call Center Manager a comprehensive compensation package that includes a competitive salary, full suite of health care benefits including health and prescription insurance, dental insurance, life insurance, short and long term disability, retirement plans, employee assistance programs, employee discounts, profit sharing, potential sign on and relocation bonuses to qualified candidates, and the opportunity to work alongside a team of highly specialized, dedicated healthcare professionals.
An opportunity to work for a top employer in Illinois doesn't come around often, so don't wait, learn more and apply today.

LQ Digital is opening a new office in downtown ABQ! Albuquerque has captured our hearts with its humble, good-humored, friendly, hard-working people and diverse culture. With more than 15 years behind us and nearly 300 employees across the US, our new presence in New Mexico will fuel our future growth. LQ is now looking for those fantastic ABQ people to help us build our new office and culture.

2022 Q+T growth vision: LQ is not simply a contact center, but a business-growth partner for our clients uniquely able to:

1. Generate for our clients a greater number of higher-quality lead transfers that convert to customers at higher rates, growing their revenues and profits.

2. Capture critical benchmarking data on the performance of our client's conversion funnel to expose issues that may be inhibiting faster, lead conversion and profitable growth.

3. Provide deeper insights to our clients on the “conversion” value and quality of each of their lead sources and customer segments.
4. While creating a positive customer experience that enhances their brand.

What this means for the operations of our Q+T business in 2022:
· We need to deliver high-quality lead qualification services that:
· Deliver more qualified leads to our clients
· Increase client visibility into new growth opportunities
· Improve our per dial unit economics
· Allow us to grow and scale our business in support of our clients

The importance of this role to our success:
· Nurturing, developing, and retaining a highly-performant and motivated team of IRE call agents is critical to our ability to deliver successful lead conversion growth to our clients.
· Our Albuquerque facility will be our newest location, one we anticipate becoming our largest single location, housing 40% of our agent team members in 12 months. This Manager will be the second leader we place in Albuquerque and will be centrally responsible for defining and reinforcing both the operational processes that drive team and agent performance but also the culture we need to ensure high agent retention.
· We expect to borrow many proven best practices from our existing 15 years of experience, but also expect to use this new location to identify and test new ideas, new processes, new IRE development and training technique, as we strive to improve our operations ability to meet the new and evolving needs of our clients.
ROLE & RESPONSIBILITIESReporting structure: This position is in Albuquerque, NM and reports directly to the Site Director.Primary responsibilities:This role will manage 2 Floor Leads and 50-60 IRE (Internet Response Expert) agents on site.Monitoring team and individual IRE productivity and quality metrics Meeting team retention goals Participating in the design, testing and implementation of potential new team management and training processes as we look to update where needed our existing processes to meet current changing client needs Leading efforts to nurture, ramp and develop new hires and existing team members, including meeting specific targets for development of IREs through a structured tiered development program Training and developing your existing Floor Leads to provide direct daily support to your IREs, as well as develop a stable of future IRE Mentors and Floor LeadsBuilding a strong team culture built around Truth, Hustle, Ownership & Pride; pride in providing strong client service and customer service, pride in working to improve every day, and pride in creating a supportive workplace that we are all proud to come to and be a part of Success KPI's for this role:Team & FL productivity metrics (e.g., TIQ, DPH, TOC, Qual, MNL) Team & FL participation metrics (e.g., attendance, hours/IRE) IRE retention metrics (overall and new hire retention in first 100 days) IRE development metrics (e.g., Agent Levels 1/2/3, # of campaigns trained on etc.) IRE quality metrics improvement (e.g., escalations, coaching ops) Team disciplinary scores
IDEAL CANDIDATE EXPERIENCE3-5 years in team management roles, 1st line and ideally some 2nd line, preferably of a contact or call center variety, involving successful managing a team of 20-50+ to reach and exceed daily performance metrics.A successful track record of evaluating and developing process improvements related to daily, weekly and monthly overseeing the onboarding of new team members, their on-the-job training, mentoring and development, that drove measurable improvements in team performance.Proven combination of strong problem solving and critical thinking, and communication skills. Comfort with reviewing performance data, and then successfully translating and communicating that into ideas and actions aimed at helping improve individual and team performance.Success in building teams, and a culture that results in high team retention figures over time.Associate's, Bachelor's degree or direct relevant track record is desired, but not required.

***NOW OFFERING UP TO $300 Hiring Bonus***

AND a possible $1K MONTHLY PERFORMANCE BONUS!!!

PARTIAL WORK FROM HOME OPPORTUNITIES

$13.00 - $15.00 based on performance

Job Description

Looking to get your foot in the door in the medical/health field? Are you friendly, energetic, goal-oriented and wanting to make a difference in the lives of others? Then keep on reading!

What is the Job?

Familia Dental is looking for friendly faces who are highly energetic, customer-focused and thrive in an active call center environment. The Call Center Associate position is mission critical, as it’s our first impression and moment of truth created between our brand and the customer. The position ensures every patient calling in for a dental appointment is greeted, listened-to and scheduled in a compassionate, timely and professional manner. If you are someone who comes to work wanting to make a difference, has pride and ownership in your work, and strives to provide a “wow” patient experience in a fast-paced and rewarding environment, then this position is for you!

Who is Familia Dental?

We are a Dental Service Organization that has 42 offices based in 6 different states. We have over 100 professional dentists ready to provide best in class comprehensive dental services from general dentistry to orthodontics.

Requirements:

• Strong Computer Skills – Ability to maneuver within multiple computer systems at once
• Ability to Multitask – Listening to patient while applying our processes and procedures
• Customer Focused Attitude – Every patient matters, and we must treat them that way
• Problem Solver – Looking for solutions to our patients’ challenges
• Superior Communication Skills – Professional, tone, pace and word choices are a must

Preferred Skills/Experience:

• Call Center Experience – It’s a plus but not a must
• Bilingual a Plus - Adoramos a nuestros agentes bilingues

Benefits:

• Monthly Bonus Possibilities
• Paid Training
• Health, Dental, Vision and PTO for Full Time Employees

Training:

• Will be in our San Antonio Clinic for two weeks then able to work from home
• May be asked to come in from time to time for team meetings or coaching