Call Center Manager

Company: Gainwell Technologies
Location: West Sacramento
Posted on: January 12, 2021

Job Description:

Job Description:Responsibilities:* Fully engage in real time performance monitoring to facilitate achievement of service level agreement requirements.* Maintain and cultivate client relationships. * Employee management including recognition, performance evaluation, performance management, hiring and firing. * Oversight of specialty lines, recommendations on staffing adjustments based on historical trending or current trending trajectory. * Work with the Training Coordinator to assess training needs for new and existing employees.* Partner with internal stakeholders regarding employee training needs.* Liaise with subject matter experts regarding industry best practices, process improvement and customer service to maintain state of the art Contact Center. * Coordinate with Quality Assessment personnel to support quality protocol, and excellent customer service.* Facilitate process improvement. * Other duties as assigned/required.Education and Experience:* Bachelors degree in Business Management, Insurance/Healthcare or related field preferred or equivalent work experience.* Prior supervisory experience preferred.* Knowledge of pharmacy policy and pharmacy experience preferred. Key Competencies* Planning and organizing* Communication skills both written and verbal* Data gathering and analysis* Problem analysis and problem solving* Judgment* Presentation skills* Facilitation skills* Coaching skills* Adaptable* Team player* Approachable* Able to multitask

Keywords: Gainwell Technologies, West Sacramento , Call Center Manager, Executive , West Sacramento, California