Contact Center Quality Manager oversees contact center quality assurance programs. Establishes standards governing customer interactions and implements monitoring programs. Being a Contact Center Quality Manager designs training programs or process enhancements that correct quality issues. Typically requires a bachelor's degree. Additionally, Contact Center Quality Manager typically reports to a head of a unit/department. The Contact Center Quality Manager supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Contact Center Quality Manager typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. (Copyright 2024 Salary.com)
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JOB SUMMARY:
The job function of the Call Center Manager is to effectively manage the Call Center staff, who they train, hire, monitor, and motivate. Their job is to make sure that the teams they oversee meet their company’s goals and provide sufficient customer support. They develop objectives for a call center’s day-to-day operations and analyze call center statistics to ensure that these objectives are met. The main goal is productivity and efficiency, and managers must work with call center representatives. providing extra support and training or developing new processes.
QUALIFICATIONS AND EDUCATION:
Education:
· Bachelors’ Degree preferred
Qualifications:
· Minimum of 3-5 years of supervisory experience in a call center setting
· Experience in customer service is required with understanding of customer centric behavior
· Knowledge of performance evaluation and customer service metrics
· Solid understanding of reporting and budgeting procedures
· Strong individual and group management skills, as well as professional development skills
· Ability to mentor, coach and motivate others
· Strong communications and presentation skills
ESSENTIAL DUTIES AND RESPONSIBILITIES:
· Hires, trains, coaches, and leads call center representatives to maintain high customer service standards
· Provides assistance with onboarding new employees and retaining said employees
· Collects and analyzes call-center statistics
· Evaluate performance with key metrics (accuracy, call-waiting time, etc.)
· Cultivates strong, trustworthy, nurtured relationships with patients
· Develops effective working relations and collaboration with the medical team throughout the life cycle of the management process.
· Develops and oversees the scheduling systems, including process, policy, and operating structure.
· Trains on navigating challenges with patients and phone conversations
· Identifies and solving call center problems of efficiency or customer satisfaction
· Optimizes processes to achieve greater efficiency in the call center
· Accepts and resolves call escalations
· Leads team meetings and individual meetings
· Ensures staff members are achieving desired service levels and taking corrective action, as needed.
· Prepares reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
· Takes on other tasks or projects to support employees, other managers, and call center operations.
· Other duties as assigned.
SUPERVISORY RESPONSIBILITIES:
Supervises: Contact Center Supervisor and Contact Center Specialists
LANGUAGE SKILLS:
Ability to communicate effectively with staff, peers, physicians and the public. Ability to speak and understand English fluently.
PHYSICAL DEMANDS:
Moderate physical effort when working in patient care environment consisting of standing, walking, pushing, pulling, bending, reaching, and stooping. Moderate sitting and keyboarding along with fine and gross motor skills and manual dexterity to operate keyboard and other equipment. Occasionally lift and/or move up to 25 pounds. Must be able to respond quickly and effectively to an emergency.
0 Contact Center Quality Manager jobs found in York, PA area