Call Center Manager - (Healthcare Industry)

Salary range for this role:  $60,000 - 75,000 annually

The Call Center Manager is responsible for overseeing day-to-day customer service operations, ensuring efficient handling of inbound and outbound calls while maintaining high-quality service standards. This role involves managing a team of customer service representatives, providing coaching and performance feedback, and monitoring workflow to meet client-specific service levels. The supervisor ensures accurate and timely updates to policy information, compliance with all regulatory requirements (including HIPAA), and strict adherence to established communication scripts and procedures.

• Provide customer service duties by effectively responding to incoming phone calls and manage outbound calls in a timely manner 
• Update policy information in administrative and workflow systems to process requests. 
• Remain current on changes and updates for products, processes, and operational procedures to ensure compliance with all required regulations and standards 
• Effectively and efficiently communicate with customers 
• Follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Build sustainable relationships and engage customers by going the extra mile
• Keep records of all conversations in our call center database in a comprehensible way
• Meet personal/team qualitative and quantitative targets
• Build positive relationships with operations team members 
• Adherence to schedule and excellent time management skills 
• Provide suggestions for improvement of current processes to management 
• Generating daily Call Center Productivity reports. 
• Managing and supervising customer service representatives. 
• Training and coaching call center representatives. 
• Ability to differentiate and handle multiple lines of business and client specifics 
• Transfer calls to proper CSR based on LOB as set forth on process document. 
• Annual trainings on HIPAA, compliance and fraud and abuse 
• Monitor software to ensure phone coverage and availability of representatives 
• Time management of all call center staff to ensure service levels are met for each client 
• Shift work loads of call center staff based on ever changing needs 
• Provide direction and feedback to staff in a professional manner 

• Proven service aptitude and customer service skills in handling customer concerns effectively, timely and in a courteous manner. 
• Previous call center manager experience, insurance or healthcare environment
• Demonstrated decision making skills 
• Flexible/Open to change - ability to adapt positively to changing business needs 
• Focus on results - Proven ability to set and meet aggressive goals 
• College degree or equivalent work experience 
• Previous call center experience a plus
• High school diploma 
• PC/ Technological skills - Solid Windows based and mainframe experience, Microsoft Office Experience 
• Scheduled hours may range from 8am-8pm Eastern daily 
• Strong phone and verbal communication skills along with active listening
• Excellent communication skills 
• Ability and willingness to learn 
• Attention to Detail and Organization
• Ability to work in a fast-paced environment