Makes recommendations for changes or improvement, when necessary, in order to prevent accident or injuries, Monitors department work productivity, reports on trends, and recommends and implements changes to continually improve work productivity, Develops staff and/or supervisors, if applicable, particularly in the management techniques of planning, organizing, leading and controlling through continued coaching and feedback on performance, Monitors service delivery and customer satisfaction levels, Ensures that operational and customer related functions of the Contact Center are completed timely, accurate and sufficient to meet standards, Meets with the key team members regularly to discuss and analyze productivity and service, Ensure continual improvement of productivity standards and team member performance in order to achieve all financial/budgetary and service goals, Formulates Contact Center administrative policies, identifies inconsistencies and develops action plans consistent with Stericycle’s Customer 1st vision, Ensures that client, representative and systems issues are escalated and communicated to the appropriate team, as required, Reviews and works with Supervisors in developing an analyzing reports to monitor the overall operations and performance of the Contact Center (e.g. Customise the CV template in A4 & US letter size to showcase your experience, skills and accomplishments for … Why? Develops and implements procedures to ensure efficient processing of work. Serves as a resource for financial reports, Has the authority to direct and support employees daily work activities. Health care background preferred, technical experience preferred, Trains and develops associates to increase effectiveness, quality of service, and customer retention, Directs all function-related activities within the scope of the operations. Accomplishments and achievements can be stand-alone or be included throughout your resume in your summary, professional experience, education and skills sections. ... who simply list their job duties. Typically requires a minimum of 5-7 years experience in Financial services industry and/or Customer Service environment, Tested Project Management/Organization skills, Demonstrated ability to improve process leading to improved customer and/or Teammate experience, Deep understanding of call center efficiency levers (Service Level, Occupancy, etc), Addressing and influencing negative behaviors, Direct and ensures compliance with all healthcare operations and functions, including policies, procedures, and objectives of departments, Conduct regular development sessions with associates to ensure all performance expectations are achieved. This includes measuring the use of tools such as QA results and side-by-side monitoring in order to create development plans to address any deficiencies, Ensure all company-wide initiatives are implemented in a way that elicits buy-in from direct and indirect reports, maximizes impact, and contributes to meeting or exceeding company goals, Review and analyze overall departmental performance, work plans and staffing levels. Additional Customer Service Resumes are available in our database of 2,000 sample resumes. Handle regular calls when needed to maintain SLAs, Monitor the manual dial queue, taking the appropriate actions on cases, A minimum of 3 years experience managing a high-volume call center / customer service environment, Background in medical terminology and/or life insurance underwriting highly preferred, Associates or Bachelor’s Degree preferred, Demonstrated passion for continuous improvement and service excellence, Strong leadership/supervisory skills. - Select from thousands of pre-written bullet points. Use this Call Center Manager Resume as the starting point for your new job. Writes and conducts performance evaluations, makes employment decisions, sets up performance goals and targets for assigned team, 5+ years hands on Call Center Operations Management, 8 – 10 years of experience in direct management, Demonstrated leadership and development skills of Supervisory and Customer Service staff, Advanced problem-solving skills and Management skills, ability to think tactically and identify significant success factors, Solid IVR/VRU, ACD, Call Routing and Telephony Systems knowledge, Ability to maintain client and customer confidentiality, Delivery of service level, coaching, budget and other key metrics, Partner with Workforce Management and Command Center to meet service level, Actively participate in hiring and development of team members, Manage by example and model Visa behaviors, Able to work from 3pm to Midnight shift with weekdays off, Bility to develop, support, and retain a high-performing team, Aptitude to work with a diverse group of team members within site and across all sites to achieve results, Deep understanding of call center efficiency levels (Service Level, Occupancy, etc), Call Center and/or Customer Service background with 2-3 years of Management experience in a Customer Service and/or Call Center environment, a wellness coaching environment, preferred, Analytical with demonstrated ability to monitor trends to forecast optimized staffing schedules, Ability to work effectively in a multidisciplinary approach to management, Ability to make thoughtful decisions and exercise sound judgment, Ability to handle confidential information with appropriate discretion, Basic understanding of Regulatory and Compliance issues that pertain to Wellness, Care, Disease Management, and management of PHI/HIPAA data, Proficiency with Microsoft Office & business office procedures, Knowledge of computer programs, CRM (i.e. Manner, Provides support and guidance to team members, customer satisfaction, etc responsibilities from examples... 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