Call Center Manager

The Call Center Manager is responsible for leading a team of call center associates who are interacting with patients telephonically on a day-to-day basis. Daily duties include training, monitoring, mentoring and assisting associates with call handling and trouble shooting. Handling escalated calls professionally and serving as a role model for the team. Pro-vide assistance in developing training tools and resolving process issues to improve performance for our clients. Ensure team quality and productivity goals are achieved on a daily basis.

Essential Functions:

• Oversee all aspects of daily team activities. • Onboard new employees and work closely with them to bring them to full capability. • Monitor key productivity indicators such as wait times, abandonment rates, etc. to ensure the team stays focused on serving our clients. • Responsible for helping to resolve problems and complaints. Assists with escalated calls. • Communicate solutions, successes and opportunities to the team with an eye on continual improvement. • Perform call monitoring, coaching, and training, disciplining and reviewing team daily, weekly and monthly. • Work to consistently have tools and aides for employees that are accessible, accurate and current to ensure that the team receives appropriate support and training. • Foster a team mentality and approach to improvement and serving our customers well. • Be present and available for your team, communicate positively and provide feedback and constructive criticism. • Keep track of attendance, daily statistics, paid time off, sick time, etc. • Be available to affect the entirety of the team’s operations. • Maintain departments policies and procedures, reviewing and updating as needed.

Benefits: At Access Point and Lifepoint Health, our Mission of Making Communities Healthier extends to our employees. We offer an excellent total compensation package, including a competitive salary and benefits. Some of our benefits include 401k, PTO, medical, dental, vision, tuition reimbursement, and an Employee Assistance Program.

Access Point and Lifepoint Health are committed to providing Equal Employment Opportunities for all applicants and employees and complies with all applicable laws prohibiting discrimination against any employee or applicant for employment because of color, race, sex, age, religion, national origin, disability, genetic information, gender identity, sexual orientation, veterans' status or any other basis protected by applicable federal, state or local law