Call Center Manager - Valencia, CA

Overview We are currently seeking an experienced Call Center Manager to work in Valencia Call Center. Agents process telephone orders from patients and referral sources in a fast paced, high volume environment. The primary function of this position is to manage all employee, operation and activity involving telephone customer support. Benefits Medical, Dental and Vision 401(k) Personal, Sick and Vacation Days Flexible Spending Account Life & Disability Insurance Education Assistance Employee Discounts Key Job Responsibilities Oversee development of departmental policies and procedures Develop short and long term goals for Contact Center Department Ensure training and development of staff Manage and coordinates implementation of customer service systems Work with Quality Assurance Specialist to ensure that program goals and quality service are being achieved Conduct studies and submits recommendations for improving contact center operations Oversee coordination of training for customer service agents on new products Provides post-event reports, analysis, and regular status reports on contact center operations. Including Flash Report and Business Plan Identify operational issues and duties that benefit sales and productivity Analyze “Month End Reports” for effectiveness in generating additional sales and calculate incentives to be paid to supervisors and Assistant Analyze daily, weekly, and monthly phone system reports Deliver performance reviews to staff and oversee preparation of performance reviews by the supervisors Interview, select, ensure orientation, training and when necessary discipline and/or discharge of personnel Miscellaneous projects as assigned by director Work with WFM Specialist to achieve acceptable schedule adherence Experience / Qualifications / Education BA/BS degree in Business Administration, Management, or related discipline preferred 4+ years management experience, preferably in a call center environment 5+ years experience in a customer service/call center environment Strong organizational, communication, and leadership skills Proficient in Microsoft Word and Microsoft Excel TO APPLY forward resume and salary requirements to Roxxanne Miller at View email address on click.appcast.io #J-18808-Ljbffr Pailin Group Psc