Call Center Manager
你必须住在美国。工资范围：75,000美元至85,000美元 时间：周一-星期五早上8点到下午5点 （由于业务需求可能会发生变化）Lifepoint Health 的分公司 Access Point 是一家为医生，医院系统和其他关键利益相关者提供参与服务和改善他们服务的人群的结果工作的患者参与公司。我们的使命是提高病人获得护理的机会。我们相信通过有才华的人们来实现成功。我们希望创造员工想要工作的地方，并有机会追求有意义和令人满意的职业生涯，真正在全国各地社区中产生差异。总结：呼叫中心经理负责领导一支电话中心员工团队，他们每天都会通过电话与患者互动。日常职责包括培训，监测，辅导和协助合作伙伴处理电话和拍摄问题。专业地处理升级的电话，并为团队提供榜样。提供培训工具开发和解决过程问题，以提高客户的业绩。确保团队质量和生产力目标每天都能实现。基本功能：•监督日常团队活动的所有方面。•加入新员工并与他们密切合作，使他们达到充分的能力。•监测等待时间，放弃率等关键生产力指标，以确保团队专注于服务我们的客户。•负责帮助解决问题和投诉。协助加剧呼叫。•向团队沟通解决方案，成功和机会，以期不断改善。• 执行电话监控，教练和培训，每天，每周和每个月进行团队的纪律和审查。• 一贯努力为员工提供可访问，准确和最新的工具和辅助人员，以确保团队获得适当的支持和培训。• 培养团队的心态和方法改善并服务我们的客户良好。• 为你的团队存在和可用，积极沟通，反和建设性批评。• 追踪出席率，日常统计数据，薪酬休假，病情。
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You must live in the United States.
Salary range: $75,000-$85,000
Hours: Monday-Friday 8am-5pm (hours may change due to business needs)
Access Point, a division of Lifepoint Health, is a patient engagement company that works on behalf of physicians, hospital systems, and other key stakeholders to improve engagement and enhance outcomes for the populations they service. Our mission is to improve patient access to care. We believe that success is achieved through talented people. We want to create places where employees want to work, with opportunities to pursue meaningful and satisfying careers that truly make a difference in communities across the country.
We are always looking for people inspired to help us in our mission. If you are someone who wants to change the lives of patients, drive success for our partners and be part of a team driven to improve care, we may have your next opportunity.
Summary:
The Call Center Manager is responsible for leading a team of call center associates who are interacting with patients telephonically on a day-to-day basis. Daily duties include training, monitoring, mentoring and assisting associates with call handling and trouble shooting. Handling escalated calls professionally and serving as a role model for the team. Pro-vide assistance in developing training tools and resolving process issues to improve performance for our clients. Ensure team quality and productivity goals are achieved on a daily basis.
Essential Functions:
• Oversee all aspects of daily team activities.
• Onboard new employees and work closely with them to bring them to full capability.
• Monitor key productivity indicators such as wait times, abandonment rates, etc. to ensure the team stays focused on serving our clients.
• Responsible for helping to resolve problems and complaints. Assists with escalated calls.
• Communicate solutions, successes and opportunities to the team with an eye on continual improvement.
• Perform call monitoring, coaching, and training, disciplining and reviewing team daily, weekly and monthly.
• Work to consistently have tools and aides for employees that are accessible, accurate and current to ensure that the team receives appropriate support and training.
• Foster a team mentality and approach to improvement and serving our customers well.
• Be present and available for your team, communicate positively and provide feedback and constructive criticism.
• Keep track of attendance, daily statistics, paid time off, sick time, etc.
• Be available to affect the entirety of the team’s operations.
• Maintain departments policies and procedures, reviewing and updating as needed.
Benefits:
At Access Point and Lifepoint Health, our Mission of Making Communities Healthier extends to our employees. We offer an excellent total compensation package, including a competitive salary and benefits. Some of our benefits include 401k, PTO, medical, dental, vision, tuition reimbursement, and an Employee Assistance Program.
Access Point and Lifepoint Health are committed to providing Equal Employment Opportunities for all applicants and employees and complies with all applicable laws prohibiting discrimination against any employee or applicant for employment because of color, race, sex, age, religion, national origin, disability, genetic information, gender identity, sexual orientation, veterans' status or any other basis protected by applicable federal, state or local law
Qualifications -
Education:
· 3+ year’s management experience including hiring, training, coaching and discipline required.
Experience:
- 3+ years call/contact center management experience, focusing on inbound and outbound call programs.
- Healthcare image scheduling experience preferred.
Pay Transparency Notice (Washington State)
If you believe this job posting does not include accurate or complete pay information in accordance with the Washington State Equal Pay and Opportunities Act, please inform us immediately. You can contact us at 833-271-4269 to report the issue. For more information on your rights under Washington’s pay transparency laws, visit the Washington State Department of Labor and Industries website at:
Originally posted on Himalayas