The Outbound Call Center Manager implements and reviews contact center outbound policies and procedures. Manages and directs all aspects of outbound contact center operations. Being an Outbound Call Center Manager is responsible for staff recruiting, performance evaluation, training, and development. Oversee the outbound interactions and workflow to ensure that performance standards and sales target are met. In addition, Outbound Call Center Manager requires a bachelor's degree. Typically reports to top management. The Outbound Call Center Manager typically manages through subordinate managers and professionals in larger groups of moderate complexity. Provides input to strategic decisions that affect the functional area of responsibility. May give input into developing the budget. Capable of resolving escalated issues arising from operations and requiring coordination with other departments. Working as an Outbound Call Center Manager typically requires 3+ years of managerial experience. (Copyright 2024 Salary.com)
Optimus Health Care is a Federally Qualified Health Center with sites operating in Bridgeport, Stamford, and Stratford, CT. We are the largest provider of primary health services in Fairfield County, proudly serving all patients regardless of their income, race, or insurance status.
We are currently recruiting for a CALL CENTER AGENT
To be part of our organization, every employee should understand and share in Optimus’ Vision, support our Mission, and live our Values. These values-outstanding, patient-centered, trustworthy, integrity, multicultural, understanding, and supportive - help guide what we do, as individuals and professionals, every day.
All employees of Optimus Health Care must be fully vaccinated against COVID-19 subject only to the limited exemptions required by law.
POSITION SUMMARY
Facilitates and maintains the flow and volume of telephone calls that Optimus receives on a daily basis. Provide friendly and prompt customer service with a professional attitude to ensure patient satisfaction. Assist with patient care by dispersing calls to the appropriate staff or parties. Telephone Operators are responsible for facilitating a smooth communication throughout the company by working closely with Front Office and Clinical staff. The Call Center agent must demonstrate the ability to multi-task and handle a multi-line phone system.
ESSENTIAL FUNCTIONS & RESPONSBILITIES
Responsible for answering the volume of telephone calls on a daily basis. Ensure that telephones are answered with courtesy and professionalism at all times.
Committees
Responsible for participating in various committees to improve the overall performance of the health center.
Joint Commission
Optimus receives their accreditation according to Joint Commission standards. Joint Commission standards address the organization’s level of performance in key functional areas, such as patient rights, patient treatment, medication safety, and infection control. The standard focuses on setting expectations for an organization’s actual performance and for assessing its ability to provide safe, high-quality care.
These are the measures and guidelines for front office staff:
JOB QUALIFICATIONS/REQUIREMENTS
EDUCATION: High School Diploma or equivalent.
EXPERIENCE: At least three years’ experience with multi-line phone system, preferably in a health care setting. Familiarity with tele-medicine and prior experience a plus
LANGUAGE SKILLS: Bi-lingual Spanish/English helpful
MATHEMATICAL SKILLS: Ability to use calculator
REASONING ABILITY: Critical thinking, analytical and problem-solving skills
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