Call Center Mgr DC

Job Description

Job Description

SUMMARY:

Responsible for managing and optimizing call center operations through effective scheduling, real-time workforce management, and the strategic use of human and automated resources to achieve customer satisfaction, productivity, schedule adherence, and financial performance goals. Provides leadership in the development and implementation of systems and procedures to enhance operational efficiency and service quality. Holds full accountability for overall call center performance, including Beneficiary enrollment and Customer Service Hotline operations, with authority over assigned staff and all activities related to Beneficiary service delivery and fiduciary responsibilities.

LOCATION: ON-SITE in the DISTRICT of COLUMBIA

ESSENTIAL FUNCTIONS:

• Oversees daily activities of Call Center Scheduling and Call Center Operations to maximize scheduling and real-time utilization of resources; analyzes and recommends part-time, flexible, and full-time employee mix for the site.
• Interfaces with Operations management to ensure smooth coordination of scheduling and maximization of schedule adherence; provides input on local conditions, identifies needs, and receives direction on real-time staffing increases or decreases.
• Ensures Call Center Supervisors manage schedule adherence notifying and escalating within the site and within the Network as warranted; ensures communication of real-time staffing changes to Network Operations Coordinators.
• Enacts contingency plans as needed; escalates and directs activities during systems problems, disasters, etc.; identifies potential problems, troubleshoots, escalates issues to local and network management, and participates in post-mortem analysis of problems providing input for future process improvements.
• Approves schedules developed by Call Center Supervisors and works with local management to communicate and fill schedules and handle exceptions.
• Review of ongoing performance results for targets. takes corrective measures with authorization, escalating as needed.
• Participates in daily, weekly, monthly, and annual planning process as appropriate.
• Performs all duties and responsibilities in a timely and effective manner in accordance with established company policies to achieve the overall objectives of this position.
• Maintains a favorable working relationship with all other company employees to foster aid promote a cooperative and harmonious working climate which will be conducive to maximum employee morale, productivity, and efficiency/effectiveness.
• Projects a favorable image of the companies to promote its aims and objectives and foster and enhance public recognition and acceptance of all its areas of endeavor.
• Keeps immediate superior promptly and fully formed of all problems or unusual matters of significance and takes prompt corrective action where necessary or suggests alternative courses of action which may be taken.
• Performs all necessary supervisory functions to effectively and efficiently manage the personnel assigned:
• Maintains a qualified staff
• Communicates areas of accountability and performance expected of personnel assigned
• Determines standards of performance as a basis for reviewing the progress of personnel assigned
• Ensures proper training of personnel assigned
• Fosters a cooperative and harmonious working climate conducive to maximizing employee morale and productivity
• Develop individuals for future advancement.
• Performs other duties and responsibilities as required or requested.

QUALIFICATIONS REQUIRED:

• Working knowledge of the medical transportation industry preferred
• Analytical skills and statistical background
• Experience in a production or call center environment, including implementing and managing call center performance metrics, including Average Speed of Answer (ASA), abandonment rate and First Call Resolution (FCR).
• Experience working with healthcare regulations, including HIPAA compliance and the handling of Protected Health Information (PHI), with knowledge of healthcare systems and Medicaid programs, including service delivery models for low-income populations.
• Demonstrated project management and leadership experience in a supervisory or management capacity, including experience supervising, coaching, and developing staff, with the ability to plan, execute, and oversee operational initiatives.

MINIMUM REQUIRED EDUCATION:

• Bachelor's degree in Communications, Statistics, Operations Management, Business Management, Social Work, Health Administration or a related field.
• Approximately 5 - 7 years of previous operations management experience, including

forecasting, scheduling, and real-time operations management