Motivate staff to meet or exceed all program and department goals. Salesforce experience a plus, Passion for ongoing development of people and assessment of talent, Strategic focus with strong analytical skills and problem solving abilities, Excellent motivation and team building skills, Ability to learn multiple brands in different verticals of business, Knowledge of Workforce Management principles associated with developing proper staffing models preferred, Meet or exceed Customer Service operational goals and statistics, Ensure efficient “throughput” of work within and across the department, Ensure that prescription and customer information/updates on orders are communicated to the other Operation Departments for timely filling/shipping, Facilitate communication for problem resolution and changes occurring in the organization that may impact the workflow of the Pharmacy, Oversees compliance with State and Federal regulations for department, Ensure on-going process improvement in department is taking place, Utilize knowledge of industry technology solutions to recommend products to increase efficiency improve customer service, improve quality, and/or decrease costs, Meet with mangers and directors of other departments to discuss cross-departmental issues and identify potential solutions, Monitor special projects within the Customer Service Department and work with staff to identify opportunities to participate or take leadership roles in a special project, Communicate major changes within department to all other areas of business, Attention to customer focus to ensure patients are responded to with accurate and timely information, Ability to work in teams and coordinate work efforts. ), Ability to negotiate with and influence others, Ability to develop and maintain relationships to achieve business objectives, Manage and oversee training, scheduling of staff and re-training in any deficient areas the call center staff, Monitor and oversee all quality assurance/customer service of all call center staff, Oversee passenger trip requests manually or through use of automated system to achieve system goals (productivity, on-time performance, efficiency, minimum ride lengths, etc.) Possess strong team leadership, motivational, and coaching skills. Determines appropriate corrective action, Manages PRSs: Provides supervision & direction to the PRS, Maintains adequate office staffing levels, Demonstrate managerial fiscal responsibility, Reviews BE survey results, develops action plans based on results & monitors implementation of BE action plans, Drive employee satisfaction, moral & personnel development, Selects, trains, and develops an effective and efficient staff: Manages the timely departmental workflow and productivity as well as enhance Customer Support staff experience and knowledge, Develop tactical proposals for the department to support company initiatives, Manage and oversee call-tracking system. Build Your Own Now. Creates a Team culture for selling, Ensures bank and departmental quality of service by being proactive in identifying common or recurring problems and offering solutions for improvement, Plans and leads effective meetings and training sessions. 2+ years direct experience with contact center channels including phones, chat, email and social media. Dedicated leader with 24 years' experience building leadership … Handle regular calls when needed to maintain SLAs, Monitor the manual dial queue, taking the appropriate actions on cases, A minimum of 3 years experience managing a high-volume call center / customer service environment, Background in medical terminology and/or life insurance underwriting highly preferred, Associates or Bachelor’s Degree preferred, Demonstrated passion for continuous improvement and service excellence, Strong leadership/supervisory skills. Demonstrate your care, Counsel Recommend solutions based on your member’s needs and objectives, Advance Ensure that member’s expectations were exceeded, A minimum of 3-5 years managerial experience in a financial institution is required, preferably in a high volume call center. 20+ call center manager resume samples to customize for your own use. Prepares special non-recurring reports by combining confidential data from several sources, Collaborates with management and Medical Director of Access Templates and Reporting. Regularly provides performance feedback based on review of quality reports/quality monitoring and production results, Directs workflow to insure maximum efficiency and attention to areas of greatest importance, Works with the Trainer to create the training plan for all new hire and continuing educating training. To technically assist the administrator of application program and system Junior, the pilots of operations management and the wizards users, To formalize the reports of incident and the action plans and to ensure the implementation of it. Must be able to apply WSF policies fairly and consistently across the board, A bachelor's degree involving major study in journalism, communications, public relations, or closely allied field, Strategically manages the call queue ( ITC/TCU's, DWPs, Compliance, Pipeline etc), Resolves compliance & technical work items that drive intab performance, Maintains and monitors the pipeline (ensures it is assigned and reviewed daily), Manages 10-15 Panel Relation Specialists (PRS), Works with PRS to establish strong relationships with households during Habituation period, Coaches PRS on methodology & troubleshooting skills, Applies compliance force-out rules on a daily basis, Reviews various discrepancy reports on a daily basis, Ensures appropriate staff in Habituation, Compliance & Service, Reviews and drives the quality of PRS work & productivity (utilization rate, bonus index, abandoned rate etc), Handles Research Studies & Cross Platform projects, Identifies process improvement & strategies to drive the business, Responsible for motivating staff & establishing strong cohesive teams, Determines the daily priorities of the market based on the broad objectives of the local management, Monitors and analyzes data which is reported from faulting homes. Recognize and reward successful performance. Call Center Operations Manager Resume. Collaborate with supervisory staff to ensure accountability of staff. - Instantly download in PDF format or share a custom link. But even a junior call center employee can have customer service resume like that. If you possess a degree obtained outside of the United States, please submit a detailed, course-by-course evaluation report from one of the U.S. equivalency evaluating members identified at http://www.naces.org/members.html, Experience with multiple tax types and preparing federal and/or state tax returns, Customer service experience/ability to deal with the public, Recruitment Number (located at the top of the bulletin), Oversees Sales and Sales Support team in an inbound/outbound B2B sales environment, Promotes a positive Sales Environment that includes healthy competition, tiered recognition and celebrates individual and team successes, Monitors operations to ensure adherence to lead contact strategies, service level standards and company/department policies and procedures, Evaluates the quality of Sales and Support calls from customers; provides feedback to reps on strengths and areas for improvement, Provides coaching and mentoring to contact center supervisors and team leads and occasionally to Representatives, Tracks and reports contact center performance against objectives and goals (i.e. The incumbent must have working knowledge of Call Center operations, job functions within a Call Center, prior experience with Call Center management systems and scheduling forecasting systems, Must be knowledgeable of leading edge call center communications systems, and thoroughly understand the economic impact call centers have on financial success of organizations, Strong analytical abilities with proven leadership skills required, The incumbent must possess a working knowledge of financial institution operations, a congenial attitude in dealing with people, Must be able to work in a team environment, handle member complaints, exercise sound judgment, evaluate complex technical information, and make and communicate decisions effectively, The incumbent must have strong proven analytical, organizational, problem solving, communication and time management skills, They must be detail oriented, self-motivated, and work well in a team environment, Prior experience in a Call Center management role, with experience including but not limited to credit scoring methodologies, underwriting, automated lending systems, and trend analysis is required, Assuming the above minimum experience, the incumbent would need six months to become functional in the position, Must be PC literate. The Sr. Patriot Act, Check 21, Reg. The best call center representatives need to have the stellar customer service and communication skills necessary to handle the most difficult of customers. Describe a situation in which a customer or colleague was upset and the steps you took to resolve the issue to reasonable conclusion, Identify and plan staffing consistent with needs of patient population and budgetary requirements, accounting for growth within the Frankel CVC Clinics and Call Center, Bachelor degree in Health Services Administration, Public Health or related area, Two or more years of experience in an ambulatory care setting, including clinics/physician offices, or similar setting, Two or more years of experience in a cardiovascular service line, Experience working with a variety of roles, including faculty, advanced practice nurses, RNs and clerical/administrative personnel, Knowledge of University policies, rules, and regulations, Knowledge of University systems, including MiChart/Cadece (EPIC), Careweb, Microsoft Outlook, Word and Excel, Directs all activities associated with a full agenda of an operating department’s day-to-day production regimen, Manages overall staff administration, including Permanent or Temporary employee staffing models, recruiting, performance management, salary administration, with oversight of exempt and non-exempt staff, Determines and maintains appropriate organizational structure and staffing levels, achieves production goals and financial goals, and coordinates with other operational departments as needed, Provides training, coaching, mentoring to staff as appropriate and provide development opportunities to meet the organization’s future needs, Acts as an escalation point for teams, supporting all customers to ensure a high level of customer satisfaction, Designs, implements, and manages necessary operational workflows; meet internal and external SLA’s (Service Level Agreements), Prepares, produces, and delivers management reports on a daily, weekly, or monthly frequency, Acts in a management capacity and participate as a member of the Operations management team, Supports and administers various departmental and corporate policies consistent with the company’s core values and philosophies, Ability to work proficiently with Microsoft Word, Excel, Power Point & Access, Ability to analyze information and use logic and process to address work-related issues and problems, Ability to provide direction and control to multiple teams; exhibit high initiative to get things accomplished; high organizational ability to juggle multiple priorities; proven leadership experience as a leader in charge, Ability to perform well in team environment, with staff at all levels, to achieve business goals, Ability to handle pressure and meet deadline-oriented project demands as well as manage multiple initiatives, Health care related certifications preferred, technical certifications preferred, 7+ yrs related work experience with 4+ yrs in a supervising role. Ensures optimal capacity utilization, Position involves a high level of client interaction and senior management interaction, Coordinate customer-client escalations. calculate necessary staffing to meet department goals, desired output and desired expenses), Effective organizational and time management skills with the ability to work under pressure, adhere to project deadlines, multi-task and pay attention to detail, Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organization and contribute to a positive work environment, Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint) and basic internet skills, Ability to problem solve, think strategically, make decisions and empathize with others, Must possess effective verbal and written communication skills, Ability to work independently with little supervision; a self-starter attitude, High degree of initiative, mature judgment, personal accountability and discretion, Possess solid knowledge of structure, functions, flow and procedures of the Claims Call Center and how it connects to the Claims Department as a whole, 5+ years of experience in the Insurance Industry, Obtain and maintain appropriate licensing, professional designations and/or educational requirements (i.e. Ensure monitoring requirements are met. Conducts training as appropriate and continue staff development outside the classroom, Handle high priority and escalated calls. Guide the recruiter to the conclusion that you are the best candidate for the call center manager job. This way, you can position yourself in the best way to get hired. quality, call volume, lead management, sales goals, customer satisfaction, etc. What are good call center resume objectives? Direct Reports: More than 7 Indirect Reports: 1-5, Assists in planning, monitoring and/or managing budget in functional area of department, High School diploma or GED required. BUILD MY RESUME. Excellent written, verbal and interpersonal skills, Supports the Director and directives to provide exemplary customer service, Manages development and implementation of new programs, Develops annual performance objectives and goals for supervisors and agents, Responsible for strategic planning accordance with district protocols, Ensures inbound requests for information, communications pertaining to safety and policy are responded to in a timely and accurate manner, Communicates with Area Directors, District Managers and all appropriate levels of management regarding customer and safety issues, Develops and distributes required reports, Facilitates staffing and scheduling oversight, Coordinates with the field and safety dept for policy and procedure development and compliance, Coaches and develops Call Center supervisors, Partners with the Human Resources dept to develops job descriptions, enlist recruitment efforts and manage the development of the call center employees, Participates in projects and additional duties as requested, Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations, Familiarity with telecomm and workforce management systems and related reporting, Ability to make reasonable decisions through understanding of procedures, company policies and business practices to achieve desired results and deadlines, Ability to take independent action with general managerial direction, Ability to effectively present information to both leadership and direct reports, Ability to analyze statistical data, develop executive summary report and prepare business correspondence, Strong computer/technology skills including Microsoft Office, Windows, intranet, workforce management systems and reporting, and phone system management, Bachelor’s Degree preferred or equivalent work experience, 3-5 years experience as manager or supervisor of a 50+ seat Call Center, including Inbound, outbound responsibilities, Proven experience in handling personnel-related issues, Proven experience in statistical analysis of performance data, Proven experience in workforce management systems, Identify, track and monitor key performance metrics, Provide ownership for the resolution of issues escalated by clients and partners, Ensure timeliness and quality service levels are achieved, Improve the overall client experience by coaching, role modeling, and providing a high standard of client service, Be visible and available to help team and clients, particularly during high traffic periods, Create a powerful and compelling vision, show enthusiasm, excitement, and passion for challenging organizational and departmental goals, Challenge team to excel levels of performance and service, Provide ongoing coaching and learning for continuous improvement of the Client Support Specialists, Build strong, key relationships with staff, clients, peers, partners, business owners, and vendors, Implement and monitor operational tasks to ensure sufficient audit results, Ability to provide and coach an excellent client experience, Strong interpersonal, communication, and analytical skills, Excellent organizational and leadership skills with problem-solving ability, Knowledge of performance evaluation and client service metrics, 4+ years call center management experience, Knowledge of Excel, Word, Power Point and General Microsoft Office Applications, Ability to seek improvement and create an environment of idea sharing and creative problem solving, Strong customer service skills and abilities, Ability to be approachable and facilitate coaching conversations with employees and managers, Ability to mitigate and lead others to overcome challenges (Never Ever Give Up Attitude), Ability to encourage open expression of ideas and opinions, Ability to work independently and multi-task, Ability to communicate professionally and effectively with all levels of the organization, Ability to interpret policies, procedures, and standard business practices, Be a subject matter expert for the Vendor Enablement function, expertly positioning the value of Paymode-X for the Vendor community and handling Vendor inquiries, Responsible for training of new hire employees, Supports team members by answering and responding to first line of questions, Takes ownership of technical and administrative tasks from the Vendor Enablement Associates, Identifying and addressing ongoing training needs of Vendor Enablement Associates, Develops strong relationships with other Bottomline teams to build collaboration and identify potential opportunities to improve efficiencies and process, Effectively considers challenges end to end and comes up with solutions to resolve them including but not limited to entering JIRA tickets for product issues identified by the team, Has the ability to function in a team atmosphere and possesses superior organization and time management skills, Drives team performance and communicates performance metrics, key successes, and problem solving recommendations with peers, PRMs and senior management, Generate revenue by soliciting participation and enrolling vendors in client payment programs, Effectively educate customers on the various aspects of the Paymode-X service, Develops new ideas and campaign strategies to promote the value proposition of Paymode-X, Responsible for ensuring Customer Delight is at the forefront of all enrollment activities, Superior verbal and written communication skills required, Prominent organization, problem resolution and creative thinking skills, Oversee the day-to-day operations of the Member Sales and Service Department within the call center, Directly manage a group of Call Center Supervisors and Sales and Service Associates; evaluate, train and provide performance feedback as necessary, Provide direction, leadership and motivation to staff to ensure the achievement of departmental goals, Development of strategic planning for departmental operations, Manage the implementation of strategies including budgetary responsibilities, Responsible for all financial, sales and customer service goals, Ensure the department meets all applicable contractual performance standards (i.e. Bachelor’s preferred, Minimum of 3 years call center and/or customer service experience, Strong interpersonal skills with student and staff populations, Superior organization, prioritization, and self-motivation skills, Ability to interact effectively as either a leader or as a member of a team and work collaboratively with other departments, Ability to listen to customers (e.g. Handles all facets of performance management including performance evaluations and corrective action, Full people management responsibility (onsite and virtual team members), performance and compensation management, and training and development, Advanced Other Strong knowledge of modern call center systems and ability to utilize them to their maximum potential, Solid communication skills and excellent interpersonal skills. To define, implement and to follow the protection plan and the plans help, To implement the standards, standards, rules and procedures of the field to be administer, manage, run and take care of their application program, To prepare and upgrade the dashboards, the Handout, specification, instructions, information and the reference frames of production, to transfer knowledge, To analyze, treat and capitalize the incidents of production of level 2. This includes: Managing schedule requirements. The incumbent is expected to be aware of stress levels amongst employees and facilitate processes that will help provide either temporary or long-term relief, Monitors adherence to lending policies, regulations, and service level standards. Stay current with all major developments, regulatory/legislative changes, and innovations in health savings account products, Schedule adequate staff levels for various shifts and campaigns on a weekly/monthly basis in partnership with business partners. 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