Call Center Manager
Company: Engaging Solutions, LLC
Location: Indianapolis
Posted on: May 16, 2022
Job Description:
Description:
Who We AreEngaging Solutions is what we are, and what we do! Our
mission is to provide tailored business solutions that improve the
quality of life for everyone in the communities we serve. That
commitment is accomplished through our core values: People, Impact,
Community, Equity & Integrity. What makes us unique is we are small
enough to be flexible, large enough to deliver excellence, and
agile enough to adapt to any organization's needs.We offer
competitive pay, excellent benefits, and a holistic approach to
work life balance including work from home opportunities. It's no
wonder Engaging Solutions has been selected as one of Indianapolis'
Top Workplaces (Indy Star 2016, 2017, 2018 & 2020) and is ranked as
a Fastest Growing Business by Fortune Magazine! Position Purpose:
The primary responsibility of the Call Center Manager is to provide
effective and efficient leadership and direction to all call center
staff. Ensures team meets goals by providing consistent daily
operational management. Competencies/Duties:
- Identifies resources needed and assigns individual
responsibilities
- Manages day-to-day call objectives and make sure there being
met
- Reviews deliverables prepared by team before passing to
client
- Plays a major role in interviewing perspective applicants for
new positions as well as work with senior management to discuss
company policies and procedures and the implementation of new
ones
- Prepares for engagement reviews and quality assurance
procedures
- Ensures project documents are complete, current, and stored
appropriately
- Tracks and report team hours and call volume on a daily
basis
- Holds regular status meetings with Team Leads
- Keeps project team well informed of changes within the
organization and general relevant news
- Effectively communicates relevant project information to
superiors
- Resolves and/or escalates issues in a timely fashion
- Inspires coworkers to attain goals and pursue excellence
- Identifies opportunities for improvement and makes constructive
suggestions for change
- Conducts effective performance evaluations and mentors those
with less experience through formal channels
- Fosters the development of the Team Lead Staff
- Reviews the status reports of team members and addresses issues
as appropriate
- Complies with and helps to enforce standard policies and
procedures
- Approves Time Schedules and Time Sheets
Requirements:
Position Requirements/Abilities:
- General knowledge of Call Center practices, policies, and
procedures
- Proficiency in Microsoft Office Suite
- Comfortable preparing and delivering reports to project
coordinator and executives
- Superior interpersonal skills - ability to get along with
diverse personalities, tactful, mature, and flexible. Understands
people and their problems and supports fairness and
consistency
- Strong critical thinking, problem-solving, and analytical
skills; and an ability to maintain objectivity and express sound
independent judgment
- Results, people, and quality of service oriented
- Ability to balance and support business needs and
priorities
- Excellent training and presentation skills
- Outstanding written and oral communication skills
- Ability to effectively organize, prioritize, and handle
multiple assignments simultaneously
- Knowledge of Indiana Medicaid and programs for the uninsured
and underinsured (i.e. Healthy Indiana Plan, Hoosier
Healthwise)Education, Work Experience, Licensure:
- Bachelor's Degree or equivalent work experience
- Five (5) plus years' experience in supervising and managing
staff
- Experience managing remote teams preferred
- Experience building teams preferred Environment/Physical
Demands:Work to be performed in a headquarters office environment
with flexibility to work remote. The employee must be able to sit
for long periods, occasionally lift and/or move up to 15 pounds and
is regularly exposed to ambient lighting and temperate climate
conditions.PI177745498
Keywords: Engaging Solutions, LLC, Indianapolis , Call Center Manager, Executive , Indianapolis, Indiana
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