Call Center Manager - Valencia, CA

Overview

We are currently seeking an experienced Call Center Manager to work in Valencia Call Center. Agents process telephone orders from patients and referral sources in a fast paced, high volume environment. The primary function of this position is to manage all employee, operation and activity involving telephone customer support.

• Medical, Dental and Vision
• 401(k)
• Personal, Sick and Vacation Days
• Flexible Spending Account
• Life & Disability Insurance
• Education Assistance
• Employee Discounts

• Oversee development of departmental policies and procedures
• Develop short and long term goals for Contact Center Department
• Ensure training and development of staff
• Manage and coordinates implementation of customer service systems
• Work with Quality Assurance Specialist to ensure that program goals and quality service are being achieved
• Conduct studies and submits recommendations for improving contact center operations
• Oversee coordination of training for customer service agents on new products
• Provides post-event reports, analysis, and regular status reports on contact center operations. Including Flash Report and Business Plan
• Identify operational issues and duties that benefit sales and productivity
• Analyze “Month End Reports” for effectiveness in generating additional sales and calculate incentives to be paid to supervisors and Assistant
• Analyze daily, weekly, and monthly phone system reports
• Deliver performance reviews to staff and oversee preparation of performance reviews by the supervisors
• Interview, select, ensure orientation, training and when necessary discipline and/or discharge of personnel
• Miscellaneous projects as assigned by director
• Work with WFM Specialist to achieve acceptable schedule adherence

• BA/BS degree in Business Administration, Management, or related discipline preferred
• 4+ years management experience, preferably in a call center environment
• 5+ years experience in a customer service/call center environment
• Strong organizational, communication, and leadership skills
• Proficient in Microsoft Word and Microsoft Excel
• TO APPLY forward resume and salary requirements to Roxxanne Miller at