Find & Apply For Call Center Manager Jobs in Kansas City, Missouri

G & P Technology Services, LLC (GPTS)

Location:

Kansas City, Missouri Work Location:

On-site Employment Type:

Full-Time Schedule:

Monday through

Friday, Day Shift Program:

Federal Healthcare Telephone Operator Services Position Status:

Contingent Upon Contract Award Position Summary G & P Technology Services, LLC (GPTS) is seeking an experienced Call Center Manager / Project Manager to lead on-site operations for a 24-hour, 7-day-per-week healthcare telephone operator program in Kansas City, Missouri. The Call Center Manager will have day-to-day responsibility for personnel, scheduling, training, quality, performance management, customer coordination, and continuity of operations. This individual will serve as GPTS's primary on-site management representative and will supervise a team of full-time and part-time telephone operators supporting a healthcare environment. The position requires a hands-on manager who can maintain continuous staffing, manage multiple shifts, develop employees, monitor call-center performance, and respond effectively to staffing or operational issues in a mission-critical environment. Key Responsibilities Manage daily operations of a 24/7/365 telephone operator and call-center operation . Supervise approximately 14 telephone operators , including full-time and part-time personnel. Develop and maintain staffing schedules covering day, evening, overnight, weekend, and holiday operations. Ensure all required shifts are continuously staffed and promptly address call-outs, absences, vacancies, and other staffing disruptions. Supervise employee attendance, timekeeping, scheduling, leave, conduct, and performance. Lead employee onboarding, initial training, on-the-job training, refresher training, and competency validation. Monitor call-center activity and employee performance to ensure established service and quality standards are maintained. Conduct call reviews, coaching, performance counseling, and corrective actions when necessary. Manage telephone operator procedures involving routine calls, emergency communications, paging, alarms, urgent notifications, and other healthcare communications. Ensure employees follow applicable privacy, information security, HIPAA, safety, and customer-service requirements. Coordinate staffing and operational response during emergencies, severe weather, facility disruptions, and other conditions requiring essential personnel. Maintain operational records, staffing documentation, training records, performance information, and quality-control documentation. Identify recurring performance issues and implement corrective and preventive actions. Coordinate with GPTS corporate leadership regarding recruiting, payroll, staffing, employee relations, and administrative requirements. Serve as the primary day-to-day point of contact between GPTS and designated Government representatives. Maintain availability outside normal working hours by telephone or other approved communication method for urgent operational matters. Provide direct telephone operator support when necessary because of unexpected shortages, absences, emergencies, or unusual workload conditions. Designate and develop an Alternate Project Manager capable of maintaining operations during the Manager's absence.

Minimum Qualifications Candidates should possess:

High school diploma or equivalent. Demonstrated experience managing or supervising a call center, contact center, telephone operator operation, or similar customer-service environment. Experience supervising employees across multiple shifts or supporting continuous operations. Strong workforce scheduling and staffing-management experience. Experience with employee training, coaching, performance management, and corrective action. Strong written and verbal communication skills. Ability to work effectively with customers, employees, senior management, and Government representatives. Ability to manage multiple priorities in a fast-paced environment. Strong computer skills and experience with call-center, telephone, workforce-management, or customer relationship management systems. Ability to satisfy applicable Federal background, security, privacy, and facility-access requirements. Preferred Qualifications Preference will be given to candidates with: Experience managing a 24/7 call-center operation . Healthcare, hospital, medical call-center, patient-access, or healthcare communications experience. Experience supervising telephone operators handling emergency or time-sensitive communications. Familiarity with Cisco, Avaya, Genesys, or similar call-center/telecommunications platforms . Experience with call monitoring, queue management, quality assurance, workforce management, and performance reporting. Knowledge of HIPAA, protected health information, and healthcare privacy requirements. Experience working on Federal Government or Department of Veterans Affairs programs. Ideal Candidate The ideal candidate is an experienced call-center leader who understands that a 24/7 healthcare operation requires more than managing call volume. The Manager must be able to keep every shift staffed, develop a dependable workforce, maintain consistent service standards, handle unexpected staffing problems, and provide calm leadership when urgent or emergency communications occur.

Pay:

$52,561.00 per year

Benefits:

Dental insurance Health insurance Health savings account Life insurance Paid time off Professional development assistance Vision insurance

Work Location:

In person