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Additional position details:

Answers agent questions regarding, policies, procedures, best practices or difficult calls. Handles escalated patient calls and general complaints. Has experience overseeing and directing the flow of incoming calls, assigning work to the team and strategizing based on ebbs and flows of the business while ensuring that KPIs and metrics are met. Lead and support the team while actively assisting with daily operations, including answering calls, quality assurance, trainings, and stepping in to help with workload as needed. Identifies operational issues and suggests potential solutions to direct report. Monitors and evaluates agent performance, provides learning or coaching opportunities, completes fact finding as needed and implements counseling/corrective action when appropriate Assist manager with hires, coaches and develops Call Center Agents to respond to patient questions Ensures agents understand and comply with all call center objectives, performance standards, and policies. Prepares reports and analyzes data to assist in determining call center goals. Works with other members of the leadership team and home office to support agents and maximize patient satisfaction. Maintains day to day call center operations (schedules, tasks. etc.), and correspondence workflows. Issues written and oral instructions. Prepares and performs individual monthly feedback sessions and associates' yearly reviews Ongoing analysis of procedures and calls to improve call handling and efficiencies. Determines work procedures, prepares work schedules, and expedites workflow. Conducts/attends various meetings and communicates information directly to team members. Reviews timecards, attendance and schedules in accordance with attendance standards Ensures that all company practices and policies are adhered to. Willingness to work beyond scheduled hours when necessary to support team performance and meet operational demands. Essential Qualifications Accountability Adaptability-Flexibility Communication Customer Focus Listening Skills Creativity/Innovation Problem Solving-Analysis Vision & Values Collaborative Process-Teamwork Dependability Knowledge, Skills & Abilities Technical and Functional Ability to provide excellent customer experience, internally and externally Ability to handle multiple priorities and exceptional organizational skills Excellent verbal and written communication skills Must be detail oriented Ability to work successfully and collaboratively in a team environment Excellent leadership, facilitation and decision-making skills Strong problem-solving and analytical skills Strong technical proficiency, including experience with Contact Center Phone Softwares, CRMs, Microsoft Office/Excel etc. Required Physical Abilities The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ability to sit and perform extensive close keyboard and PC work. Ability to verbally communicate effectively Working Environment Ability to meet deadlines and attendance standards. The noise level in the work environment is usually moderate. This classification will be required to sign a confidentiality agreement. Experience Required Minimum of 3 years leadership experience within a call center, with customer service responsibility.

Job Type :

Full-time Benefits:

401(k) with match Dental insurance Health insurance Company Paid Life insurance Paid time off (PTO, Holiday and Birthday) Vision insurance

STD/LTD Critical Illness Work Location:

Must be able to reliably commute to

Parsippany, NJ Compensation:

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Find & Apply For Call Center Manager Jobs in Parsippany-Troy Hills, New Jersey

Team Leader Contact Center