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Customer Service and Support Manager 1
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Job Description
- Req#: 5001179787506
Employer Industry: Call Center Operations
Why consider this job opportunity:
- Opportunity for career advancement and growth within the organization
- Competitive salary based on experience and qualifications
- Comprehensive benefits package including health, retirement, and paid time off
- Supportive and collaborative work environment
- Chance to implement process improvements and make a significant impact on operations
What to Expect (Job Responsibilities):
- Manage day-to-day call center functions, ensuring timely and high-quality outreach and triage services
- Analyze and refine call center workflows to enhance operational efficiency and staff productivity
- Oversee care advocates and Health Resource Specialists scheduling, leave planning, and queue monitoring
- Train new hires and monitor ongoing performance, ensuring compliance with telephony and CRM best practices
- Generate performance reports and escalate issues to the Program Manager
What is Required (Qualifications):
- Bachelor's degree in IT, Cyber Security, Business, Engineering, Management, or a related field
- Minimum of 7-10 years of experience with at least 5 years in Project Management and management roles
- Strong understanding of compliance standards including HIPAA and data handling regulations
- Proven ability to implement quality improvement initiatives
- Experience in generating performance metrics and reports
How to Stand Out (Preferred Qualifications):
- PMP or ITIL certification
- Experience in call center operations or management
- Familiarity with automation and scripting in telephony systems
- Background in training and development of staff
- Knowledge of crisis incident handling procedures
#CallCenterOperations #ProjectManagement #CareerAdvancement #QualityImprovement #ComplianceStandards
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