Call Center Manager

Brief Description

Lowell Community Health Center (Lowell CHC) is a diverse, community-based health care organization. Our programs are recognized as national models, and LCHC was named one of the top five health centers in the nation for excellence in cultural competency. With a career at Lowell Community Health Center, you will be joining a dynamic team of passionate and talented people.

Job Overview:

The Call Center Manager is responsible for overseeing the daily operations of the call center, ensuring that the team meets performance metrics and provides outstanding customer service. This role involves managing a team of call center agents, implementing operational strategies, and coordinating with other departments to ensure a seamless customer experience. The Call Center Manager plays a pivotal role in maintaining a high-performance environment and driving continuous improvement.

Essential Duties and Responsibilities:

Team Management:

• Lead, supervise, and motivate a team of call center agents to achieve performance targets.
• Conduct regular performance evaluations, provide coaching and feedback, and foster a positive work environment.
• Manage scheduling, attendance, and workforce planning to ensure optimal coverage and efficiency.
  
  

Operational Oversight:

• Oversee daily operations of the call center, ensuring compliance with company policies and procedures.
• Monitor call center metrics, such as call volume, average handling time, and customer satisfaction, to maintain high performance.
• Address escalated customer issues and ensure prompt and effective resolution.
  
  

Quality Assurance:

• Implement quality assurance processes to ensure high levels of customer service and operational efficiency.
• Conduct call monitoring and evaluations to assess agent performance and identify areas for improvement.
• Develop and implement training programs to enhance agent skills and customer service quality.
  
  

Process Improvement:

• Identify opportunities to improve call center processes and efficiency.
• Collaborate with other departments to implement new technologies or operational changes to improve customer service.
• Participate in strategic planning to align call center activities with organizational goals.
  
  

Compliance and Reporting:

• Ensure compliance with industry regulations and organizational standards.
• Prepare and maintain reports on call center performance, highlighting key metrics and trends.
• Coordinate with senior management to report on call center performance and strategic initiatives.
  
  

Preferred Qualifications:

Bachelor's degree in business administration, Operations Management, or a related field. Relevant experience may be considered in lieu of a degree.

Minimum of 5 years of experience in call center management, customer service, or a related field.

Strong leadership, communication, and interpersonal skills.

Experience with call center software and technology.

Ability to manage multiple priorities and work in a fast-paced environment.

Additional Requirements:

Excellent problem-solving skills and attention to detail.

Knowledge of call center metrics, processes, and best practices.

Flexibility to work different shifts and weekends as required by the call center's operational needs.

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Summary

Key Responsibilities:

Team Management:

• Lead, supervise, and motivate a team of call center agents to achieve performance targets.
• Conduct regular performance evaluations, provide coaching and feedback, and foster a positive work environment.
• Manage scheduling, attendance, and workforce planning to ensure optimal coverage and efficiency.
  
  

Operational Oversight:

• Oversee daily operations of the call center, ensuring compliance with company policies and procedures.
• Monitor call center metrics, such as call volume, average handling time, and customer satisfaction, to maintain high performance.
• Address escalated customer issues and ensure prompt and effective resolution.
  
  

Quality Assurance:

• Implement quality assurance processes to ensure high levels of customer service and operational efficiency.
• Conduct call monitoring and evaluations to assess agent performance and identify areas for improvement.
• Develop and implement training programs to enhance agent skills and customer service quality.
  
  

Process Improvement:

• Identify opportunities to improve call center processes and efficiency.
• Collaborate with other departments to implement new technologies or operational changes to improve customer service.
• Participate in strategic planning to align call center activities with organizational goals.
  
  

Compliance and Reporting:

• Ensure compliance with industry regulations and organizational standards.
• Prepare and maintain reports on call center performance, highlighting key metrics and trends.
• Coordinate with senior management to report on call center performance and strategic initiatives.