Position Location : Tampa, FL

Position Summary:

The Call Center Manager is responsible for the day-to-day operations of the Call Center Department. The Call Center Manager oversees a client care group, and is responsible for planning, managing, and evaluating team performance to ensure internal and external customers are receiving high levels of service and the team is meeting service level agreements and standards.

Core Responsibilities:

• Overall responsibility of call center team to meet production and quality goals.
• Responsible for ensuring the team is within regulatory turnaround times as well as client contract requirements.
• Responsible for adjusting available staffing to meet needs due to absences and vacations.
• Overall responsibility for monitoring the backlogs and reporting key metrics to the carrier.
• Requires knowledge of health insurance regulations.
• Manages staffing plans to ensure call queues, adhoc reporting and tasks are adequately staffed to meet SLA and other key metrics.
• Close relationship with the carrier and works with them to identify and implement new procedures and processes to improve department efficiencies or as instructed by the carrier.
• Participate in team meetings, staff meeting, conference calls with client contacts and other operational areas at WHPS.
• Maintain client relationship, be responsive, address concerns and escalate issues as needed.
• Regular attendance in order to meet business objectives.
• Encourage, coach and motivate all team members.
• Develop strategies to meet expected goals and achieve results.
• Utilize all available resources to expedite completion of tasks.
• Monitor and evaluate operational performance and recommend improvements.

• Minimum 5-7 years direct call center management experience in related field.
• Must have effective supervisory skills: planning, organizing, monitoring and coaching.
• Requires specialized knowledge of call center.
• Demonstrates proficiency in leadership.
• Manages the coordination of the activities of a department with the responsibility for results, including costs, methods and staffing.
• Assign tasks, supervise, mentor and complete timely performance evaluations.
• Understands and carries out responsibilities in line with assigned goals. Understands issues and events that affects the businesses and the environment we operate.
• Committed to working with business partners to resolve problems.
• Ability to work cooperatively and interact effectively with peers.
• Understand customer needs, both internal and external, and looks for opportunities to provide the highest quality service.
• Considerable discretion as to work details.
• Thinking is independent but structured by broad principles and/or procedures.
• Maintains/supports improved productivity and quality to meet company objectives and goals.
• Recommends appropriate metrics to measure process towards meeting quality standards for department.
• Motivates and inspires self and others to work effectively as a team.
• Ability to work concurrently on multiple tasks or projects.
• Strong time management and organizational skills.
• Complete all performance appraisals timely.

• High School diploma.
• Bachelor's degree preferred.
• High aptitude for working with numbers.
• Must work well under pressure.
• Have excellent interpersonal and communication skills.
• Strong computer knowledge.
• Familiar with Microsoft Office.