Call Center Manager
Milwaukee, WI 
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Posted 8 days ago
Job Description
Join our team who is committed to the delivery of the highest quality health care service.  We are seeking a full-time Call Center Manager that is self-motivated, energetic, and a take charge individual.
 
Job Responsibilities:
  1. Role model, teach and maintain the highest standards of customer service.
  2. Provide inspirational, strong, and professional leadership.
  3. Manage operational needs of Department. Determining call center staff requirements by analyzing trends, including call volumes and patterns, and staff productivity; developing forecasts for staffing and annual budgets: researching business requirements, including service levels, business objectives, and payroll; analyzing workflow.
  4. Interview, hire, onboard and supervise Call Center and Medical Scheduling personnel.
  5. Train call center staff by providing step-by-step instructions as well as develop problem solving skills.
  6. Coach call center staff through challenging customer service issues.
  7. Collect, compile, and analyze departmental dashboard reports. Identify trends and areas for improvement and implement improvement plan.
  8. Evaluate staff effectiveness and performance frequently.
  9. Write and deliver written performance reviews.
  10. Lead effective team meetings and deliver service presentations as needed.
  11. Develop monthly, quarterly, and annual call center goals and action plans.
  12. Prepare work schedules to ensure sufficient coverage.
  13. Create personnel and supply budgets for approval.
  14. Assist/Advocate for patients with complaints/concerns.
  15. Manage and optimize registration process towards revenue cycle goals.
  16. Attend/participate in specialty teams and department meetings as needed.

Qualifications: 
  1. A bachelors’ degree in communications, business management or a related field. Will consider others with extensive Call Center leadership work history.
  2. Demonstrated ability to train, supervise, and motivate staff.
  3. Excellent analytical/date reporting skills.
  4. Experience with software applications, EPIC and or Cisco experience preferred.  
  5. Excellent communication skills.
  6. Ability to relate well to people from diverse ethnic and cultural backgrounds.
  7. Bilingual (Spanish/English) required.

 

Contact Information
No Phone Calls Please. Qualified applicants may apply online, send resume to Sue Raymond, Vice President of Human Resources, Sixteenth Street Community Health Centers, 1337 S. 16th St., Milwaukee, WI 53204 or fax to 414-672-0413. Sixteenth Street Community Health Centers is an equal employment opportunity employer.
Job Summary
Start Date
Immediately
Employment Term and Type
Regular, Full Time
Hours per Week
40
Work Hours (i.e. shift)
1st Shift
Required Education
Bachelor's Degree
Required Experience
1 to 5 years
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