Join Our Team as a Call Center Manager!

Position Summary: Are you a natural leader with a passion for ensuring exceptional customer service? We're seeking a dedicated Call Center Manager to provide oversight and guidance to our Call Center Representatives, ensuring smooth operations and adherence to our core values at Covenant Family Solutions.

Key Responsibilities:

Supervise and lead our team of Call Center Representatives, including daily huddles, individual meetings, and performance management
Collaborate with call center software developers and help desk to optimize performance
Develop and refine processes and procedures to enhance the efficiency of our Call Center Representatives
Conduct interviews for new hires and conduct performance reviews for team members
Manage and respond to help tickets and client concerns, ensuring timely resolution
Work closely with the Chief Operating Officer to ensure key performance indicators are met and implement corrective action when necessary
Assist in managing the Call Center budget and provider availability for new clients
Attend leadership meetings, provide training, and develop agendas for call center meetings
Oversee EAP initial scheduling, billing, and scripting for phone, text, and chat interactions
Conduct call center recording reviews for training purposes and communicate effectively with internal departments

Requirements:

Excellent time management skills with the ability to multitask and perform well under pressure
Strong communication skills, both verbal and written, with a focus on providing exceptional customer service
Proficient computer skills and familiarity with word processing software
Conflict resolution skills and a commitment to maintaining client confidentiality
Bachelor's degree in communications, business management, or related field preferred; associate degree required, or equivalent combination of education and experience
Minimum of two years of experience managing a call center and two years of supervisory experience
One year of experience in behavioral health or related field preferred
Familiarity with Electronic Health Record systems is advantageous

Join Our Dynamic Team Today! If you're ready to lead a team of dedicated Call Center Representatives, ensuring the highest level of service and adherence to our core values, we want to hear from you! Apply now to become a vital part of our team at Covenant Family Solutions.

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Covenant Family Solutions

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Call Center Manager