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Manager of Call Center

A call center manager is primarily responsible for overseeing the day-to-day operations of the call center staff, ensuring they meet company goals and handle client questions and complaints. The purpose of this position is to maximize the productivity of the call center to ensure the company’s success. Your day will revolve around making sure your employees are on-track to meet daily and weekly objectives, while also being available to handle customer service issues. Thus, this job requires someone with high interpersonal and organizational skills, and the ability to motivate and lead others.

Responsibilities

  • Interviewing, hiring, and onboarding new call center staff members
  • Training and coaching call center personnel in best practices for handling calls
  • Conducting team meetings to provide updated company initiatives or relay company goals
  • Motivating call center staff to meet or exceed company goals
  • Coming up with incentive programs to increase productivity
  • Handling client interactions to provide exceptional customer service
  • Creating performance reports for upper management
  • Staying up-to-date with trends in the industry and educating your team accordingly

Qualifications and Skills

  • High school education or GED; advanced degree is a plus
  • Prior management experience in an office setting highly preferred
  • Customer service experience and skills required
  • Knowledge of management techniques and evaluation methods
  • Knowledge of how to create reports and analyze data using Microsoft Suite
  • Exceptional personal communication skills
  • Excellent motivational and coaching skills
  • Positive, supportive demeanor
  • Conflict resolution ability