A Call Center Manager manages and leads the overall call center operations, with the primary role of ensuring efficient workforce utilization, appropriate staffing and scheduling, and consistent achievement of operational performance targets.
TASKS:
Managing the day-to-day planning, operations, and problem-solving of the call center to meet required targets and operational goals
Overseeing workforce management, including staffing requirements, forecasting, capacity planning, scheduling, and attendance management
Managing staffing and scheduling to ensure appropriate workforce coverage based on call volume, business requirements, and operational needs
Monitoring key performance metrics and identifying trends, gaps, and opportunities for improvement across the call center
Analyzing operational data and preparing regular reports on productivity, performance, staffing, service levels, and other key performance indicators
Working with leadership and relevant stakeholders to develop and implement action plans based on operational data and performance results
Identifying patterns and potential operational issues through data analysis and providing recommendations to improve efficiency, productivity, and overall call center performance
Managing and addressing operational concerns, escalations, and challenges that may impact service delivery, staffing, or team performance
Collaborating with team leaders, supervisors, and other departments to ensure alignment of staffing, scheduling, performance expectations, and operational requirements
Ensuring that call center processes, procedures, and workforce management practices are consistently followed and optimized as business needs change
Requirements
QUALIFICATIONS:
A Degree in a medical or healthcare-related field is preferred
At least three years of Call Center/Contact Center/Operations Management experience, with strong knowledge of workforce management and operational processes
Experience in workforce management, staffing, scheduling, forecasting, and capacity planning
Strong understanding of call center performance metrics, KPIs, and operational reporting
Highly proficient in the English Language (Both written and oral)
Strong analytical and problem-solving skills with the ability to interpret operational data and identify trends and opportunities
Can perform under pressure and work alongside high-level professionals in a team environment
Must be efficient with MS Office applications and Google Suite, particularly Excel/Google Sheets for data analysis and reporting
Strong communication and stakeholder management skills
Open to working night shifts
MINIMUM SYSTEM REQUIREMENTS:
PRIMARY SYSTEM
Computer Processor: Intel Core i5-6000 (6th Gen or higher) or AMD Ryzen 5 2000 series or higher
Computer Memory/RAM: 8.00 GB
Computer Operating System: At least Windows 11 64-bit or macOS Sonoma (14)
Headset: Any USB-type headset with noise-cancelling feature
Camera: Capable of a clear and crisp video output
BACK-UP SYSTEM
OPTION 1 (BACKUP SYSTEM):
Computer Processor: Intel Core i5-6000 (6th Gen or higher) or AMD Ryzen 5 2000 series or higher
Computer Memory/RAM: 8.00 GB
Computer Operating System: at least Windows 11 64-bit or macOS Sonoma (14)
Headset: Any USB-type headset with noise-cancelling feature (Optional)
OPTION 2 (POWER SUPPLY - UPS):
Must be capable of powering your work station for at least 3 hours
Typically a device with 240Wh or higher will be sufficient
Must be capable of accepting all the plugs required to maintain the primary device and work environment (device, monitor, modem, cell phone if using as internet backup)
PRIMARY INTERNET CONNECTION
DSL / Fiber Connection - Minimum of 100mb/s contracted
BACK-UP INTERNET CONNECTION
Minimum of 20mb/s (Cell)
RECOMMENDED SYSTEM REQUIREMENTS
PRIMARY SYSTEM
Computer Processor: Intel Core i7 and i9 Core or Core Ultra or AMD Ryzen 7 3000 series or higher
Computer Memory/RAM: 16.00 GB
Computer Operating System: At least Windows 11 64-bit or macOS…