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Now Hiring - Call Center Operations Manager in Lees Summit, MO
Call Center Operations Manager in Lees Summit, MO
Quest Diagnostics
Base Salary $56K - $86K
Total Comp: NA
Qualifications Years In Sales
Industry: Healthcare
Benefits: yes
Customer Size: all
Car Allowance: no
Sales Cycle: Short
Travel: none
Years Selling in Industry:
Education:
They Sell
Health Care Services & Hospitals
To Whom
Healthcare
Location:
Lees Summit, MO
3.4
Overview:
To provide motivation and strategic leadership to ensure that a robust, cost effective call center environment is established and maintained. To define, direct, monitor, and manage all service delivery activity and support functions performed in the 150+ seat call center, which includes Supervisors, onsite phone representatives, along with work from home phone representatives. Determine operational strategies by conducting needs assessments and cost/benefits analyses; identify, plan, and control implementation. Make recommendations for ExamOne call center operations to provide Performance Excellence.
Responsibilities:
Qualifications:
Call Center Operations Manager - Lees Summit,MO - Monday-Friday 8:00-5:00 (Rotational Saturday)
To provide motivation and strategic leadership to ensure that a robust, cost effective call center environment is established and maintained. To define, direct, monitor, and manage all service delivery activity and support functions performed in the 150+ seat call center, which includes Supervisors, onsite phone representatives, along with work from home phone representatives. Determine operational strategies by conducting needs assessments and cost/benefits analyses; identify, plan, and control implementation. Make recommendations for ExamOne call center operations to provide Performance Excellence.
Duties and Responsibilities:
- Manage process improvement for call center production and quality. Collaborate with peers, IT, Facilities, Data Management, System Administrators, etc. to build relationships and problem solving processes that are seamless to clients.
- Accomplish service center human resource objectives by hiring, training, assigning, coaching and disciplining employees; administer scheduling activities; communicate job expectations; plan, monitor and review job contributions; plan and review compensation actions.
- Meet departmental objectives for overtime control and employee retention.
- Plan and conduct Town Hall meetings and conduct one-on-one meetings for department and all direct reports.
- Contribute information and analysis to organizational strategic plans and reviews.
- Maintain professional and technical knowledge by tracking emerging trends in call center operations
management; attend educational workshops; review professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies. - Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
- Responsible for communicating with internal and sometime external partners.
- Manage department project teams charged with improving efficiency and cost reduction initiatives.
- Actively listen and interpret the needs of clients to formulate appropriate recommendations and identify new areas in which the business can provide value-add services.
- Develop presentation and proposals that address client requirements and objectives with recommendations.
- Ensure smooth transition to the support team for all production releases; and provide technical support expertise as required by the support team.
- Review and meet call center financial objectives by review revenue and expense statements. Assist with
budget analyze variances, initiate corrective actions. - Make necessary changes in staffing based on day of the week, sales promotion and other anticipated events.
- Coordinate with Data Management team and Management to analyze on an ongoing basis to include; volume forecasting, workload capacity, staffing preparation, call center performance reports including collecting and summarizing data and trends.
Qualifications:
Qualifications
Education:
- Bachelor of Science in Business or Communication preferred. Management experience can substitute for degree.
Work Experience:
- 7 to 10 years of experience managing large departments.
- 5 years of experience in a customer service environment preferred.
2[please apply online]6
EEO: Quest Diagnostics is an equal employment opportunity employer. Our policy is to recruit, hire and promote qualified individuals without regard to race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other status protected by state or local law. Quest Diagnostics observes minimum age requirements established by federal, state and/or local laws, and will ask an applicant for verification when deemed necessary.
Quest Diagnostics
Company Size
10000+ Employees
10000+ Employees
Founded
1967
1967
They Sell
Health Care Services & Hospitals
Health Care Services & Hospitals
To Whom
Healthcare
Healthcare
Website
QuestDiagnostics.com
QuestDiagnostics.com
Revenue
$5 to $10 billion (USD)
$5 to $10 billion (USD)
Quest Diagnostics
is currently hiring for
11
sales
positions
Quest Diagnostics has openings in:
GA,
CA,
MO,
MA,
KS,
NH,
& FL
The average salary at Quest Diagnostics is:
11 Yes (amount not posted)
Quest Diagnostics
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Quest Diagnostics
Quest Diagnostics
is currently hiring for
11
sales
positions
Quest Diagnostics has openings in:
GA,
CA,
MO,
MA,
KS,
NH,
& FL
The average salary at Quest Diagnostics is:
11 Yes (amount not posted)