Summary of This Role

Manages the departmental operations for the call center. Interacts with client leadership requiring issue resolution. Oversees the efficiency/quality of monitoring call volumes ensuring Service Level Agreements are maintained. Plans, directs, supervises, and evaluates work flow. Conducts call pattern forecasting activities. Establishes procedures and scripts used by team members. Improves processes, procedures, and productivity based on statistics (total calls, average number of calls on hold, hold times, etc.). Ensures that reporting is accurate and is completed in a timely manner. Manages call list including verifying tracking processes, contact attempts, etc. Resolves systems problems that may affect departmental standards.

What Are We Looking For in This Role?

Minimum Qualifications

• Bachelor’s degree in a relevant field from an accredited university is preferred. Equivalent professional experience in lieu ...