Call Center Manager

The WorkPlace Group

Location: Remote (EST or Central Time Zone)
Schedule: 8:30 AM – 5:30 PM EST, Monday to Friday
Compensation: $60,000 – $80,000 per year

Job Summary

As a Remote Contact Center Manager, you’ll report to the VP and lead a team of 10-15 representatives. You’ll play a crucial role in resolving complex inquiries and collaborating with senior management to enhance the company’s service quality and efficiency.

Primary Responsibilities

  • Oversee daily operations of the CSR team, setting clear performance expectations and priorities.
  • Manage work schedules, balancing productivity and employee satisfaction.
  • Regularly communicate updates on products, procedures, and company changes.
  • Track and analyze performance metrics and KPIs, addressing performance issues as needed.
  • Hire, coach, and train team members, conducting regular performance appraisals.
  • Professionally resolve escalated issues and log information in the CRM.
  • Develop and optimize operational protocols and processes to drive efficiency.
  • Prepare performance reports for upper management.

Qualifications

  • Bachelor’s degree or equivalent experience.
  • 3+ years of call center management or supervisory experience, ideally with remote teams.
  • 1+ year in health/medical insurance benefits and claims.
  • Proficiency in G-Suite or Excel.
  • Strong knowledge of health insurance coverages, benefits, and relevant KPIs.
  • Effective in a remote setting, with a high level of motivation and discipline.
  • Excellent written and verbal English skills.

Additional Requirements

  • Private, professional home office with reliable high-speed internet.

Benefits

  • 401(k) with matching
  • Dental, health, and vision insurance
  • Life insurance
  • Paid time off

Method of Application

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