Call Center Department Manager

Call Center Manager

Matrix Medical Network is looking for a Call Center Manager to join the team. The Call Center Manager will collaborate with clients to enhance their customer service operations including handling high call volume operations and working closely with optimizing operations and VoIP systems. This role encompasses team management and advisory responsibilities utilizing call center expertise and experience to provide insights and drive client recommendations. The Call Center Manager will scope and structure projects contributing to both execution and content creation to deliver client value.

Essential Functions:

• Develop and maintain comprehensive key performance indicator (KPI) reports for individual clients providing metrics that support strategic decision-making.
• Monitor daily call center operations to ensure productivity across all businesses.
• Monitor performance of quality control systems to ensure effectiveness and efficiency.
• Develop standards processes and corrective actions to improve quality standards.
• Improve customer communication interactions by analyzing tracking and software results.
• Maintain and analyze daily and period productivity reports provide feedback and coaching to staff to enhance performance through the appropriate leader.
• Optimize resources resolve operational challenges and ensure adherence to company quality and budget standards.
• Participate in tactical planning and support the execution of strategic initiatives including staff development and retention efforts for each line of business.
• Promote courteous compassionate and professional communication with patients clients and internal agents always.
• Train staff on how to resolve patient complaints or concerns promptly and when to escalate issues to management when needed.
• Monitor compliance with HIPAA and company policies and procedures.
• Ensure staff have necessary resources and tools to perform job duties effectively.
• Ensure timely completion of assigned projects and adherence to deadlines.
• Perform additional duties as assigned by management to support departmental success.

Knowledge Skills and Abilities:

• Proficiency in working with managing VoIP systems including call groups call queue management implementation monitoring and reporting.
• Clear track record of using technology to innovate including leading applications of digital improvement technologies (e.g. self-service tools such as AI chat bots) with strong knowledge of the leading technological solutions on the market.
• Expertise driving improvements across a combination of operations people and technology challenges in customer service.
• Excellent multi-tasking skills and a high capacity for strategic/end-to-end thinking. Must be able to track multiple deliverables and priorities and seamlessly shift gears to address new developments and issues as they emerge.
• Intellectual curiosity with a desire to be a thought leader in the Customer Service space.
• Strong critical thinking problem-solving and analytical skills with attention to detail.
• Excellent interpersonal verbal written and presentation skills including teaching and coaching abilities.
• Strong organization multitasking time management and teamwork skills.
• Flexibility adaptability and resilience in dynamic healthcare environments.

Education and Experience:

• Bachelors degree in business administration or related field.
• Five (5) years of experience in customer service management role.

Offered Benefits:

• Choice of 3 Medical Plans
• Choice of 2 Dental Plans
• 1 Vision Plan
• Employee Assistance Program
• Short and Long-Term Disability Insurance
• Basic and Voluntary Life with AD&D Plan
• 401(k) with a 2-year vesting
• Paid Time Off (PTO) + Holidays

About Matrix Medical Network:

With nearly 25 years of experience delivering care to almost 1 million people across America, Matrix is the leading independent provider of comprehensive health assessments. We partner with your health plan to help you stay healthy by providing care in the convenience of your home or on a video call. Matrix provides a network of more than 3,000 licensed clinicians who take the time to listen to your health concerns and care for your physical, emotional and spiritual needs. During your assessment, we'll provide personalized support and focused attention that may not be available during regular doctor visits.