Call Center Manager

Broadhollow Road, NY 11756

Posted: 06/18/2020 Employment Type: Direct Hire Job Category: CR Account Management Job Number: 6828

Job Description

HumanHire is Long Island’ s premier staffing firm and our client is looking for an Call Center Manager to  ensure members consistently receive a high level of service through a variety of channels. As a leader, the Call Center Manager sets the call center objectives, delivers services, and manages for results


• Manage call center operations.
• Train, coach, supervise, and performance manage call center employees. • Build member relationships by assisting members with obtaining, interpreting, and utilizing financial information to plan for and achieve goals.
• Analyze call center data and make recommendations to improve operations, member experience, as well as forecast and plan.
• Work with leaders and team members in other departments to coordinate member services, responses, research, resolutions, or other carry out other efforts.
• Participate in special projects and perform other assignments as needed. 
• Analyze KPI' s to ensure that representatives are efficient 
• As needed, work remotely, be on-call, and work weekends and evenings.

Qualifications:
• 5+ years experience managing a Customer Service department 
• Demonstrated experience managing KPI' s, performance reviews & ongoing training
• Bachelor’ s degree in Business, Finance, Accounting, Economics, or a related field or an equivalent combination of education and experience.
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