Manager, Call Center at Inmar in Winston Salem, North Carolina

Job Description:

Under the minimal supervision of the Director, Client Operations, Rx Returns, the incumbent manages the day-to-day operations of the Call Center. The incumbent works in collaboration with the client and other team members and performs detailed, routine clerical work of an analytical and client-service nature.

Major Responsibilities

• Oversees the daily activity of the Call Center


• Monitors calls for quality assurance and training purposes


• Responsible for appropriate phone and email coverage daily


• Effectively manages direct reports by establishing KPIs, clear direction, distributing workloads and maintaining two way dialogue


• Provides challenging stretch assignments, holding monthly development discussions and providing guidance


• Identifies training needs


• Maintains detailed, accurate files and records


• Answers questions, overcomes objections, and handles all escalated calls


• Interacts with multiple departments to gather critical data elements and information


• Works efficiently and accurately in an atmosphere of frequent interruption


• Prioritizes and manages multiple tasks requiring extensive timely follow up and completion of all projects


• Adheres to prescribed routines and practices


• Proceeds independently and carries out assignments to completion with minimal instruction


• Establish protocols using Five/9 and SalesForce


• Provides weekly and monthly KPI reporting to associates and leadership

Minimum Requirements:

• Five or more years work experience involving employee supervision, preferably in a customer service environment and a Bachelor’s degree from a four year college or university OR an equivalent combination of training and experience


• Ability to professionally communicate, both written and verbally including email interaction with clients


• Call center experience required


• Customer Service attitude is a must

The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities.

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