Call Center Supervisor
CALL CENTER SUPERVISOR Background Experience Requirements:
- Extensive supervision experience - Experienced account manager - Call Center experience - Fluent in Spanish - MS Word, Excel, Outlook - Team Player and Team Builder with the ability to work well with peers, upper management and professionally manage staff Skills Required:
- Comfortable performing intake and assessment of the birthing process - Advanced data entry, excel, presentation, word and outlook capability - Ability to analyze and report data - Excellent written and verbal communication skills - Excellent relationship development abilities -
Ability to meet deadlines and goals - Ability to adapt to change - Strong work ethic - Full time, salaried position. Call Center Operations - Responsible to forecast, implement, monitor and evaluate care center operations. - Evaluates ongoing equipment needs, equipment maintenance and procurement. - Train department on all Call Center software and hardware needs (telephone, ECR equipment, data base needs, and database integration systems). - Will interface with IT vendors to maintain, troubleshoot and correct any IT issues. - Responsible to develop and institute training modules for new Call Center Specialists and/or for new incoming software/hardware. - Forecast, and obtain (with approval) staffing levels, equipment needs, software needs, licensing and office supplies in order to optimize efficiencies, optimize operations and secure business goals. Staffing - Responsible for posting, hiring, training, developing and managing Call Center. Financial Reporting - Works with Chief Marketing Officer to establish monthly performance measures in line with Business Model. - Development of monthly reports and/or special reports, within deadlines - Reporting to management on case status, particularly category movements - Projections and growth chart creation Data Management - Daily update of Client data base. - Protecting data base integrity. - Streamline reporting and data management process and procedures for efficiencies. - Development of specialized reporting forms to create efficiencies. Client Relationship Manager - Customer service calls to Clients when case status has changed - Closed customer accounts will require a follow-up customer service call and transition back to Call Center Department - Coordination with the Call Center Supervisor regarding transferring closed accounts back to Call Center Specialists - Maintain client files with required documents and case updates (Reminder letters, 14- Day Letters, Close Letters) - Create and maintain program for client customer service program - Establishing Client Relations Procedure Manual. Department Management - Plan for and adjust department staffing for growth initiatives and CIO department expansion. Foresee the development of Client Specialists positions and hire. - Hire, train, develop, manage and, if required, facilitate correction action measures for department - Maintain department budget and expenditures Benchmarks for Advancement:
- Establish New Hire Training Program, including o Phones o ECR o Data Management o Client Management - Establishing Client Relations Procedure Manual. Including, o Call Procedure - New Customer Relationship Management System Procured and Installed o Development of data needs analysis o Participating in vendor selection process o Developing and maintaining selected vendor relationship o Facilitating data transfer - Establishing and upholding department policies and procedures - Benchmarking and projecting for year ahead - Create and maintain program for initial customer service intake - Create and maintain program for customer service maintenance program. Position Specifics:
- Position is an day position. - No health care benefits, offered at this time. - Full time, salaried position. Click here to apply.Estimated Salary: $20 to $28 per hour based on qualifications.
- Extensive supervision experience - Experienced account manager - Call Center experience - Fluent in Spanish - MS Word, Excel, Outlook - Team Player and Team Builder with the ability to work well with peers, upper management and professionally manage staff Skills Required:
- Comfortable performing intake and assessment of the birthing process - Advanced data entry, excel, presentation, word and outlook capability - Ability to analyze and report data - Excellent written and verbal communication skills - Excellent relationship development abilities -
Ability to meet deadlines and goals - Ability to adapt to change - Strong work ethic - Full time, salaried position. Call Center Operations - Responsible to forecast, implement, monitor and evaluate care center operations. - Evaluates ongoing equipment needs, equipment maintenance and procurement. - Train department on all Call Center software and hardware needs (telephone, ECR equipment, data base needs, and database integration systems). - Will interface with IT vendors to maintain, troubleshoot and correct any IT issues. - Responsible to develop and institute training modules for new Call Center Specialists and/or for new incoming software/hardware. - Forecast, and obtain (with approval) staffing levels, equipment needs, software needs, licensing and office supplies in order to optimize efficiencies, optimize operations and secure business goals. Staffing - Responsible for posting, hiring, training, developing and managing Call Center. Financial Reporting - Works with Chief Marketing Officer to establish monthly performance measures in line with Business Model. - Development of monthly reports and/or special reports, within deadlines - Reporting to management on case status, particularly category movements - Projections and growth chart creation Data Management - Daily update of Client data base. - Protecting data base integrity. - Streamline reporting and data management process and procedures for efficiencies. - Development of specialized reporting forms to create efficiencies. Client Relationship Manager - Customer service calls to Clients when case status has changed - Closed customer accounts will require a follow-up customer service call and transition back to Call Center Department - Coordination with the Call Center Supervisor regarding transferring closed accounts back to Call Center Specialists - Maintain client files with required documents and case updates (Reminder letters, 14- Day Letters, Close Letters) - Create and maintain program for client customer service program - Establishing Client Relations Procedure Manual. Department Management - Plan for and adjust department staffing for growth initiatives and CIO department expansion. Foresee the development of Client Specialists positions and hire. - Hire, train, develop, manage and, if required, facilitate correction action measures for department - Maintain department budget and expenditures Benchmarks for Advancement:
- Establish New Hire Training Program, including o Phones o ECR o Data Management o Client Management - Establishing Client Relations Procedure Manual. Including, o Call Procedure - New Customer Relationship Management System Procured and Installed o Development of data needs analysis o Participating in vendor selection process o Developing and maintaining selected vendor relationship o Facilitating data transfer - Establishing and upholding department policies and procedures - Benchmarking and projecting for year ahead - Create and maintain program for initial customer service intake - Create and maintain program for customer service maintenance program. Position Specifics:
- Position is an day position. - No health care benefits, offered at this time. - Full time, salaried position. Click here to apply.Estimated Salary: $20 to $28 per hour based on qualifications.
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