Call Center Manager

Job Description

Job Description

SUMMARY

The Call Center Manager is responsible for managing and supervising RMI’s call center to ensure customers and potential customers receive fast, courteous, and accurate service through various communication channels, including phone, online, SMS, and other electronic means. This role involves driving call center workflow to meet customer experience needs, utilizing strong call center system knowledge, and workforce management skills.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following, other duties may be assigned.

• Staff Training and Development:
  1. Implement training programs to ensure the highest standards in customer care.
  2. Oversee staff redirection and development plans.
• Call Center Operations:
  1. Monitor and improve call center operations by tracking system performance, identifying and resolving issues, and managing system and process improvements.
  2. Utilize AI and other technologies to optimize call center results, reduce waste, and focus labor costs effectively.
  3. Balance workloads and manage workflows to maintain efficiency and prevent downstream issues.
• Performance Monitoring:
  1. Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.
  2. Analyze phone data to structure and adjust staffing and scheduling.
  3. Oversee call monitoring for coaching and development purposes.
• Collaboration and Leadership:
  1. Work with Team Leads and Upper Management to prioritize tasks and maintain consistency in call center operations.
  2. Plan and facilitate informational and motivational meetings to create a unified and forward-moving team.
  3. Exhibit strong leadership and conflict resolution skills to maintain a positive and professional work environment.
• Customer Experience
  1. Manage call center workflow to meet evolving customer experience requirements.
  2. Efficiently create a successful customer experience through various communication channels while ensuring all customer needs are met.
• Quality and Process Improvement:
  1. Identify and implement actions to improve departmental operating methods and procedures.
  2. Apply customer service techniques and process improvement technologies to enhance productivity.
• Other Duties:
  1. Perform other duties as assigned.
  2. Support the mission, vision, and values of the corporation.
• SUPPORTS MISSION, VISION AND VALUES OF THE CORPORATION

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EXPERIENCE

• 5-10 years of previous experience as a call center supervisor or manager.
• Experience with Five9 or Abbadox is a plus.
• Background in radiology or medical fields is a plus but not required.

EDUCATION/CERTIFICATION

• Minimum of a High School Diploma or GED.
• Associate's or Bachelor's Degree in Business Administration, Communications, Management, or a related field preferred.
• Relevant certifications in customer service, call center management, or workforce management are a plus.

SKILLS

• Strong call center system knowledge and workforce management skills.
• Ability to set and improve KPIs, track and improve process productivity, and manage phone scripting.
• Ability to optimize results using AI and other logical methods.
• Steady leadership with the ability to respond quickly and effectively.

ADDITIONAL INFORMATION

• This position requires a proactive approach to problem-solving and a commitment to continuous improvement.
• The ideal candidate will have excellent communication skills and the ability to work well under pressure.
• The role may require occasional travel for training and professional development purposes.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.