Education or Prior Experience:
- GED or High School Diploma
- 3+ years prior leadership experience, some or all of which took place in a call center environment
Duties and Responsibilities:
- Manage and oversee assigned subset of Recovery clients to meet client objectives.
- Manage a team of 10+ agents.
- Effectively execute the vision, mission, and objectives of the call center.
- Meet or exceed department key performance indicators (KPIs) to meet assigned clients’ objectives.
- Ability to identify knowledge gaps of PAR Specialists and coach PAR Specialists toward improvement.
- Provide effective, timely two-way feedback to motivate high performance and a productive environment.
- Monitor the daily performance of PAR Specialists.
- Monitor and track the time & attendance of direct reports.
- Provide coaching and counseling to include progressive discipline up to and including termination.
- Write and execute performance reviews and IPs as necessary.
- Recommend terminations as appropriate according to policy.
- Facilitate new hire and promotion interviews as well as providing recommendation for advancement.
- Support and develop PAR Specialists to enhance their skills, work performance, and leadership ability.
- Provide escalated call support to PAR Specialists.
- Conduct monthly one-on-ones with team members to identify areas of improvement.
- Conduct annual reviews with team members to evaluate performance and set yearly goals.
- Monitor queue status, ensuring the call center works efficiently and effectively towards metric goals.
- Draft and apply disciplinary actions in collaboration with management and Human Resources.
- Identifies opportunities for improvement in relation to work processes and procedures.
- Manage teamwork flow and performance to meet goals and service level requirements as set by management.
- Evaluate calls via Voizetrail for direct reports.
- Effectively operate dialer phone system with minimal supervision
- Conduct daily morning huddles for call center on rotational schedule.
- PIR and Incident management to ensure proper timely resolution for patients and clients.
- Assist with new employee training when needed.
- Build and maintain open lines of communication with employees, peers, managers, trainers, QA specialists, Client Services, and other areas of the company to facilitate problem solving.
- Create, update, and maintain procedures as needed.
- Work rotational weekend, on-call inclement weather or after-hours shifts as needed.
- Other tasks as assigned.