One of our business partners with current focus on the Health and Legal markets. working with a full-service social security disability advocacy firm is looking for call center manager for their intake team. Reports directly to the VP of Operations. Will be responsible for the daily supervision of Specialists in our call center.
Qualifications:
2 years experience in a supervisory role in a telephonic or personal customer contact position preferred.
Knowledge and experience with call center metrics and reporting.
Experience in Social Security or with Medical Terminology desirable..
Excellent written and verbal communication skills; Ability to communicate professionally, effectively, and with empathy in potentially difficult circumstances.
Multitasking skills and detail-oriented focus required for a fast-paced environment.
Proficient working knowledge of Windows OS, Internet, and associated softwares; CRM Software experience a plus.
BILINGUAL - English/Spanish
Responsibilities:
Manage a team of Intake specialists who process inbound and outbound leads
Ensure the team is meeting attendance, personal conduct, and other company standards
Ensure that the Intake specialists are following all established policy and procedures to process the intake.
Monitor and evaluate employee workflow and client interactions.
Ensuring that goals and performance standards are being met.
Document and address deviations from approved policy
Handle all escalated situations in regards to employees and/or clients
Be responsible for knowing department goals, and how to incorporate strategies to improve overall performance within the department
Provide a supportive and collaborative environment within the department and throughout the company
Identify and address opportunities for improvement
We offer:
$37000 monthly gross salary
Law benefits
Site schedule, Monday to Friday
Food stamps
Savings fund
.
Recuerda que ningún reclutador puede pedirte dinero a cambio de una entrevista o un puesto. Asimismo, evita realizar pagos o compartir información financiera con las empresas.