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Call Center Manager

Company: Medica Talent Group
Location: Montebello
Posted on: June 24, 2022

Job Description:

Medica Talent Group is excited to share this direct-hire opportunity with you! Our client, a well-known and reputable Managed Care Organization in the Los Angeles County area is seeking an experienced Customer Support Center Manager to join their growing team. This is a wonderful opportunity for an individual who is eager to work with a growing organization focused on providing outstanding support to its members. This organization offers a competitive salary, full benefits, and much more! Overview:Responsible for the direct management of front-line customer service representatives and development of direct reports. Participate in tactical and strategic call center planning and the execution of department goals and standards. Directs and manages activities associated with call center operations including developing and implementing polices and procedure and operational improvements to enhance efficiency and effectiveness of operations.Responsibilities:

  • Responsible for ensuring the efficiency in the call center including monitoring of service standards as well as monitoring performance.
  • Develops, implements, and updates departmental policies and workflows for continuous service improvement.
  • Manages day-to-day inbound and outbound call center operations.
  • Assists with the development and execution of key operational initiatives and projects assigned.
  • Participates in various internal and external meetings/committees as a Customer Service subject matter expert.
  • Handles escalated calls and assists with the resolution of complex cases.
  • Collaborates with other department leaders on program integration strategies to ensure alignment with corporate strategies and performance expectations.
  • Continuous monitoring of departmental open cases and cases sent to other departments for resolution.
  • Works with internal departments when issues or trends are identified, and resolution is needed.
  • Responsible for generating and disseminating all departmental reports internally, to health plans and regulatory agencies.
  • Provides guidance, leadership, and motivation to staff to promote maximum performance.
  • Responsible for the quality assurance program within the department to ensure adherence to policies and procedures and superior customer service provided to internal and external customers.
  • Identifies, creates, and executes training content for new and existing staff.
  • Performance recruiting, hiring, training, roundings, disciplinary counseling sessions, performance evaluations, reviews vacation requests, and payroll for direct reports.
  • Performs other related duties as required.Qualifications:
    • Bachelor's degree in health care or business administration preferred or 5+ years' work experience in a health care call center environment.
    • Minimum of 5 years experience as a call center supervisor or manager applying regulatory agency requirements within call center operations.
    • Experience with call center phone systems including monitoring and development of phone trees and workforce management software.
    • Healthcare experience working with Medi-cal, Medicare, and Commercial plans.
    • Project Management experience preferred.
    • Proficient computer knowledge, including Microsoft Office, is required.
    • Bilingual in Spanish required.

Keywords: Medica Talent Group, Montebello , Call Center Manager, Executive , Montebello, California

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