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Call Center Manager

Company: Engaging Solutions, LLC
Location: Indianapolis
Posted on: May 16, 2022

Job 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

    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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