CAREERS

 

Call Center Manager of Work At Home Team

The Call Center manager will manage a dedicated team of work at home outbound phone representatives accountable for developing relationships and assisting customers in increasing revenue and product usage. Phone rep will also generate qualified leads for outside field staff. This sales centric role serves as manager of work at home telephone consultants for medical practices. Call Center Manager is responsible for leading a team to reach established usage goals. This objective coincides with satisfactory performance of quality control and attainment of established productivity goals. The Call Center Manager reports directly to the Program Director and will primarily focus on:

  • Daily management and assistance for dedicated team
  • Frequent call review with feedback to work at home reps.
  • Quality control functions, escalation management and call calibrations
  • Elevated sales training designed to drive performance while maintaining key performance indicators
  • Workforce management. Schedule and forecast workforce.
PRIMARY DUTIES AND RESPONSIBILITIES

  • Supervision of virtual employees
  • Review telephone calls; provide specific, measurable, timely feedback to reps
  • Participate in call calibrations with management with feedback to reps
  • Update weekly quality report with market feedback
  • Maintain call library by rep
  • Provide rep with written reviews, service observations, performance updates & ongoing assistance
  • Identify development needs for individuals and team/program
  • Work with training manager to develop/deliver content for program requirements and enhanced sales skills
  • Provide regular program updates including successes, challenges, opportunities and objectives
  • Maintain exceptional operational knowledge; resolve all escalation, edits and inventory/territory issues
  • Review prepared reports to coach team on productivity objectives
  • Suggest ideas for process improvement that will improve call center performance/service levels
  • Create contests and ways to motivate team
  • Facilitate organized bi-weekly sales/team meeting
  • Communicate and cooperate in a team effort to ensure positive employee relations and a productive atmosphere working closely with other managers/directors
  • Ensure all deadlines are met and documentation of results/ events is maintained daily as required
  • Identify and resolve personnel matters
  • Interview employee candidates and make hiring recommendations
  • Act as intermediary between Client Development Services and client when appropriate.
  • Other related duties/projects as assigned by management


QUALIFICATIONS (EDUCATION, CERTIFICATION, EXPERIENCE)

  • Bachelor’s degree with preference of Business, Communicators or Sales/Marketing concentration those without a degree must have significant management experience
  • Previous work at home management experience required
  • Minimum of five years experience as a manager with proven track record
  • Clear understanding of value added marketing services with strong business acumen
  • Understanding of call center environment, metrics, and the execution of concepts required for success


OTHER SKILLS AND ABILITIES REQUIRED

  • Strong interpersonal and verbal communication skills with proven ability to coach and motivate change
  • Experience with building relationships with clients and internal departments
  • Ability to handle multiple tasks with competing deadlines
  • Must have superior written communication skills with ability to type with accuracy and efficiency
  • Demonstrate exceptional work ethic and ability to create a positive work environment
  • Need to follow through on all issues, hold information completely confidential and take initiative
  • Must be proficient in the use of Microsoft based applications including Word, Excel, Outlook and PowerPoint


COMPENSATION

  • Base salary $50,000 with Quarterly Bonus plan
  • Medical, Dental, Vision, Life, 401k plan
  • Paid vacation, sick, holiday and float time off.

A background in/knowledge of store brand credit cards, revolving credit, medical/dental practice management/operations or project/sales management would be especially valued.

PLEASE, NO PHONE CALLS

CDS is an Equal Opportunity Employer that provides a drug free work environment.
Click here to apply online or email your resume to resumes@cdslv.com, or fax it to (702) 992-5343