Call Center Manager

Job Title: Call Center Internal Manager

Status: Exempt

Role Overview: The role of the Internal HIVE Manager will work in a authoritative role for the organization, overseeing employees’ progress and implementing business strategies assigned by executives. The Internal HIVE Manager will serve as a mentor and leader for the HIVE advocates, often motivating, coaching and improving their employees’ work performance.

Primary Responsibilities would include:

• Effectively manage the daily operations of the full team of HIVE advocates and be able to delegate projects and time sensitive requests in order to maintain the highest success levels in production.
• Closely monitor each HIVE advocate taking account for their accuracy in the role.
• Has ultimate responsibility for the oversight and day to day operations of the team.
• Build a strong working relationship with other Aither associates and offer corrective coaching when necessary, and develop new training methods to support them.
• Schedule and complete one on one meetings with the advocate team weekly.
• Establish and maintain a strong working relationship with the client relationship managers, HIVE Cost Containment Negotatior and HIVE Inventory Control Analyst.
• Evaluate the department’s current performance metrics and develop plans, goals and strategies to help improve these metrics.
• Takes initiative and engages in problem solving activities to improve operational workflows across the whole organization.
• Participates in call management and internal communication boards (i.e. group cliqs) to ensure that service level standards are maintained.
• Assist with the development and documentation of standard operating procedures for the team
• Support the onboarding of new team members
• Review call metrics to maintain acceptable call standards
• Coordinate and manage client reporting with client relationship manager
• Based on business needs, hours outside your normally scheduled shift may be required.
• Performs other related duties as assigned.

What you’ll bring:

• Associates Degree/Bachelors Degree preferred or equivalent industry experience
• Strong ability to communicate both verbally and written
• 3-7 years of industry experience
• Ability to demonstrate excellent motivation, team leading and the ability to achieve goals and objectives
• Talent to communicate clearly - when you explain it, people get it
• Experience in hiring or running a team
• Healthcare claims administration experience
• Problem solving skills
• Ability to focus on and meet a goal
• PC and Windows experience
• Ability to collect data and draw valid conclusions
• Talent for ensuring that nothing falls through the cracks on your watch
• Ability to prioritize
• A precise attention to detail
• The attitude that anything worth doing is worth doing right - Every. Single. Time.
• Ability to maintain confidentiality
• The motivation to learn and constantly improve processes
• Mindset of a team-player - you'll be ready to jump in and help on any Aither task
• Based on business needs, hours outside your normally scheduled shift may be required
• Monday-Friday 830am-5pm EST work week
• Compensation Range: $60,000 - $80,000

Physical Requirements

• Prolonged period sitting at a desk and working on a computer and the ability to lift 15 pounds.