Call Center Manager
Full Job Posting
Description & Requirements
- Essential Duties and Responsibilities:
- - Oversee the daily operations of a call center team to ensure performance metrics are met.
- - Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures. Provide updates to staff regarding these policies and procedures.
- - Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
- - Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
- - Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
- - Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
- - Monitor call center compliance with ISO standards as applicable.
- - Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
- - Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
- - Responsible for identifying and resolving issues, problems, and concerns with employees.
- - Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
- - Provide direction to staff when complaints are escalated to management level.
Minimum Requirements
- - Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.
About Maximus
Government services and health administration partner for public programs.
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