Call Center Manager

Primary Function: 

The Community Health Center of Buffalo is looking for a skilled Call Center Manager who can lead our representatives to better performance and improve service quality. The Call Center Manager will assist in establishing call center objectives, troubleshoot techniques, analyze call center data, and focus on improving performance and processes. You should have exceptional communication, interpersonal, and customer service skills.  

This position oversees the daily operations of call center and call center staff. Duties include hiring, training and motivating staff members to provide excellent service to patients. Establishing goals for call center staff by setting objectives, analyzing call center metrics to ensure that company and staff meet goals and provide, reliable, efficient support for patients. Follow and resolve any customer issues, or other call center problems that occur.  

Duties and Responsibilities: 

• Hires, onboards and trains call center personnel.
• Coaches call center staff through challenging customer service issues.
• Analyzes call center data and prepares reports for upper management.
• Evaluates staff effectiveness and performance annually, or on an as-needed basis.
• Develops, modifies and maintains procedures to drive efficiencies in the office to boost staff performance and results.
• Leads team meetings, asking questions to better understand the calls representatives are receiving, educating, and coaching staff regarding processes and practices.
• Attends staff meetings.
• Develops monthly, quarterly and annual call center goals and action plans by collecting, analyzing and summarizing data trends.
• Prepares work schedules to ensure sufficient coverage.
• Assists other management teams in identifying trends and establishing call center goals.
• Responsible for the communication of job expectations; ensuring staff members are achieving desired service levels and taking corrective action if needed.
• Assists with patient registration when needed.
• Takes on other tasks or projects to support employees, other managers or call center operations.

Physical Demands: 

Requires periods of sitting, standing, walking, bending and stooping. Significant job stress may be associated with the position. Evening work may be required.

 Minimum Qualifications: 

• Three (3) years management experience, or one (1) year of management experience in a Health Care setting
• Ability to multitask and stay organized
• Proficient with basic computer software and phone systems
• Excellent interpersonal, problem-solving and leadership skills
• Ability to stay calm in stressful situations and meet strict quotas
• High School Diploma or equivalent

Preferred Qualifications: 

• Minimum qualifications and five (5) years management experience, or three (3) years of management experience in a Health Care setting
• Associates Degree or higher in communications, business management or related field
• High level of medical terminology comprehension
• High level of computer literacy in MS Office applications, computer programs for scheduling, report creation and eClinical Works EMR
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution
• Polite, professional phone voice