Call Center Manager at Community Medical Services Holdings, LLC in Phoenix, Arizona

Job Description:

POSITION SUMMARY 

The Call Center Manager is responsible for managing call center representatives as well as the transportation program in areas where transportation is coordinated through the call center. This position assists in hiring, training, and developing call center staff to provide excellent services to clients and to enforce company values.

PRIMARY JOB RESPONSIBILITES 

-    Hires, trains, and prepares call center representatives to respond to client calls regarding transportation and other treatment
     needs

-    Ensures a friendly and motivating work environment and that call center staff understand objectives, policies, procedures,
     best practices, and customer service, as it relates to their specific positions

-    Answers questions from staff and other departments, providing guidance and feedback

-    Work with representatives to ensure de-escalation and optimal customer service is provided to all incoming calls

-    Assists with call center staff, including transportation staff, to ensure every staff is prepared for the incoming calls

-    Works closely with other departments and teams regarding complaints, concerns, or issues as they arise

-    Identifies operational issues and implements process improvements

-    Prepares reports and analyzes call center and transportation data and metrics

-    Works with other supervisors and the management team to support call center staff and to maximize client satisfaction

-    Ensures call center staff are prepared to answer all calls with a sense of urgency and effectively manages a high volume of
     inbound calls in a courteous and professional manner

-    Works with team to coordinate requests with transportation providers Resolves client concerns and escalates elevated
     concerns

-    Plans and implements call center and transportation strategy

-    Works with and collaborates with other managers and teams to support usage of call center software in select locations 

QUALIFICATIONS: 

Education, Certification and Experience Requirements 

-    High school diploma or GED required

-    Call center, customer service, or supervisory experience preferred but not required

-    Bilingual preferred but not required

-    Ability to work flexible hours including nights, weekends, and holidays and fill in for staff, as needed

-    Basic to intermediate computer knowledge and strong typing skills

-    Sensitivity to individuals with substance use disorder

-    Problem solving, conflict resolution, and strong customer service skills

-    Passion, humility, integrity, positive attitude, mission-driven, and self-directed

-    Excellent verbal and written communication skills

-    Strong team player comfortable working in a fast-paced setting

-    Flexible with the ability to work in a continuously changing environment

-    Ability to coach, train, and motivate employees and evaluate their performance

-    Excellent organizational and leadership skills 

Tools and Equipment Requirements

-    The ability to use a phone, computer, printer, and copier is required.

-    Frequent use of Microsoft office products, including but not limited to Outlook, Word, Excel, and PowerPoint.

-    The ability to use the internet and various web browser software is required. 

Physical Working Conditions and Office Setting Description 

-    Requires sitting and standing associated with a normal office environment.

-    Manual dexterity using a calculator and computer keyboard.

-    Requires prolonged sitting, standing, frequent bending, stooping, or stretching.

-    Frequent and prolonged typing and frequent and prolonged operation of computer, keyboard, and telephones required.

-    Requires occasional use of fax machines, telephones, copiers, and other office equipment.

-    Employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift
     and or move up to 50 pounds. 

Other Conditions

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

See job description

Salary:

$50,000.00

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