Call Center Manager resume example

• Responsible for the daily operations of privately owned, internal medicine practice comprised of 3 clinic sites
• Oversight of all 25 administrative personnel who support the Call Center, Front Desk, Referrals, Billing and Health Information Management departments
• Worked with the re-structuring and implementation of new front-office procedures to improve patient flow and quality patient care
• Collaborate with 20 Family Medicine providers to deliver quality care to over 12,000 patients and their families
• Managed scheduling for entire practice and 2 satellite offices
• Lead oversight and developed the newly formed call center to include standardized scripting, reporting, real-time dashboard generation, and flex coverage when necessary
• Worked collaboratively with Village MD, a national MSO to improve population health efforts for our 12,000+ patients

• Established call center procedures to meet required SLA’s
• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Be available and motivated to improve the entirety of the team's operations
• Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc
• Motivate and encourage agents through positive communication and feedback

· Use workforce management software and contact volume history to help manage intra-day staffing levels and to determine the most effective methods for staffing adjustments

· Utilize systems to observe actual state compared to scheduled state

• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
• Manage real-time inbound traffic to help ensure that service levels are met
• Support the preparation of ad hoc analysis
• Track vacation time, CME usage, and state licensure
• Monitor systems to of potential outages or degradation of service
• Assess/Support customer escalations