Call Center Manager

A Call Center Manager manages and leads the overall call center operations, ensuring efficient workforce utilization, appropriate staffing and scheduling, and consistent achievement of operational performance targets.

Tasks:

• Managing the day-to-day planning, operations, and problem-solving of the call center to meet required targets and operational goals
• Overseeing workforce management, including staffing requirements, forecasting, capacity planning, scheduling, and attendance management
• Managing staffing and scheduling to ensure appropriate workforce coverage based on call volume, business requirements, and operational needs
• Monitoring key performance metrics and identifying trends, gaps, and opportunities for improvement across the call center
• Analyzing operational data and preparing regular reports on productivity, performance, staffing, service levels, and other key performance indicators (KPIs)
• Working with leadership and relevant stakeholders to develop and implement action plans based on operational data and performance results
• Identifying patterns and potential operational issues through data analysis and providing recommendations to improve efficiency, productivity, and overall call center performance
• Managing and addressing operational concerns, escalations, and challenges that may impact service delivery, staffing, or team performance
• Collaborating with team leaders, supervisors, and other departments to ensure alignment of staffing, scheduling, performance expectations, and operational requirements
• Ensuring that call center processes, procedures, and workforce management practices are consistently followed and optimized as business needs change

Requirements:

Qualifications:

• A Degree in a medical or healthcare-related field is preferred
• At least three years of Call Center/Contact Center/Operations Management experience, with strong knowledge of workforce management and operational processes
• Experience in workforce management, staffing, scheduling, forecasting, and capacity planning
• Strong understanding of call center performance metrics, KPIs, and operational reporting
• Highly proficient in the English Language (Both written and oral)
• Strong analytical and problem-solving skills with the ability to interpret operational data and identify trends and opportunities
• Can perform under pressure and work alongside high-level professionals in a team environment
• Must be efficient with MS Office applications and Google Suite, particularly Excel/Google Sheets for data analysis and reporting
• Strong communication and stakeholder management skills
• Open to working night shifts

Minimum System Requirements:

• Primary System:
• Computer Processor: Intel Core i5-6000 (6th Gen or higher) or AMD Ryzen 5 or higher
• Computer Memory/RAM: 8.00 GB
• Computer Operating System: At least Windows 11 64-bit or macOS Ventura
• Headset: Any USB-type headset with noise-cancelling feature
• Camera: Capable of a clear and crisp video output
• Backup System:
• Option 1:
• Computer Processor: Intel Core i5-6000 (6th Gen or higher) or AMD Ryzen 5 or higher
• Computer Memory/RAM: 8.00 GB
• Computer Operating System: At least Windows 11 64-bit or macOS Ventura
• Headset: Any USB-type headset with noise-cancelling feature (Optional)
• Option 2 (Power Supply - UPS):
• Must be capable of powering your workstation for at least 3 hours
• Typically a device with 240Wh or higher will be sufficient
• Must be capable of accepting all the plugs required to maintain the primary device and work environment
• Primary Internet Connection:
• DSL / Fiber Connection - Minimum of 100mb/s contracted
• Backup Internet Connection:
• Minimum of 20mb/s (Cell)

Recommended System Requirements:

• Primary System:
• Computer Processor: Intel Core i7 and i9 Core or Core Ultra or AMD Ryzen 7 or higher
• Computer Memory/RAM: 16.00 GB
• Computer Operating System: At least Windows 11 64-bit or macOS Tahoe
• Headset: Any USB-type headset with noise-cancelling feature
• Camera: Capable of a clear and crisp video output
• Backup System:
• Option 1:
• Computer Processor: Intel Core i7 and i9 Core or Core Ultra or AMD Ryzen 7 or higher
• Computer Memory/RAM: 16.00 GB
• Computer Operating System: At least Windows 11 64-bit or macOS Tahoe
• Headset: Any USB-type headset with noise-cancelling feature
• Camera: Capable of a clear and crisp video output
• Option 2 (Power Supply - UPS):
• Must be capable of powering your workstation for at least 3 hours
• Typically a device with 240Wh or higher will be sufficient
• Must be capable of accepting all the plugs required to maintain the primary device and work environment
• Primary Internet Connection:
• DSL / Fiber Connection - Minimum of 500mb/s contracted
• Backup Internet Connection:
• Minimum of 20mb/s (Cell or wired)