Call Center Manager
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Job Description
Call Center Manager leading patient engagement teams for Lifepoint Health’s Access Point division. Improving call quality, productivity, training, and patient access to care.
Responsibilities:
- Lead a team of call center associates interacting with patients telephonically
- Train, monitor, mentor and assist associates with call handling and troubleshooting
- Handle escalated calls professionally and serve as a role model
- Assist in developing training tools and resolving process issues
- Ensure daily team quality and productivity goals are achieved
- Oversee daily team activities
- Onboard new employees and bring them to full capability
- Monitor productivity indicators such as wait times and abandonment rates
- Resolve problems and complaints and assist with escalated calls
- Communicate solutions, successes and improvement opportunities
- Perform call monitoring, coaching, training, disciplining and reviews
- Maintain accessible, accurate and current employee tools and aids
- Track attendance, daily statistics, PTO and sick time
- Maintain, review and update department policies and procedures
Requirements:
- Must live in the United States
- Bachelor's Degree
- 3+ years’ management experience, including hiring, training, coaching and discipline
- 3+ years’ call/contact center management experience focused on inbound and outbound call programs
- Healthcare image scheduling experience preferred
- Monday-Friday, 8am-5pm availability; hours may change due to business needs
Benefits:
- 401k
- PTO
- Medical insurance
- Dental insurance
- Vision insurance
- Tuition reimbursement
- Employee Assistance Program
- Remote work arrangement
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