Call Center Manager - On Site

The Call Center Manager will be supervising daily operations and personnel aiming for an Imaging Center company based in the US! He/she will be generally responsible for planning, developing and managing the overall call center strategy - as well as coordinating and reporting directly to the top management.

QUALIFICATIONS:

•  Minimum of 10 years of prior call center management & operations experience with at least 2 years at Senior Management, Director and/or VP level with a proven track record of success

•  Experience with establishing best processes and procedures, metrics and analytics and exposure to call center technology and telephony

• Proven ability to develop and manage budget

• Strong quantitative analysis skills with the ability to make data-justified business decisions

• A strong sense of leadership, ownership, urgency, and drive; the ability to work effectively and independently in a deadline driven environment

RESPONSIBILITIES:

• Own the patient experience delivery for all of Philippines, strategic planning, and execution of all call center operations to provide best in class service experience for our patients

• Lead call center team to achieve and measure desired quality and service levels, continuous improvement, employee development, knowledge management, and expense control

• Oversee service and BPO team for a fully remote call center

• Proactively identify opportunities for improvement

• Meets call center financial objectives by estimating staffing requirements; preparing budgets; scheduling expenditures; analyzing variances

• Provide leadership and coaching to the call center teams while fostering a culture of accountability, professional development, high performance, and customer-focus

• Interact regularly with executive team and individual department heads to ensure that company’s operational priorities are aligned with short and long-term company objectives