Call Center Manager – Tampa Office

Headquartered in Tampa, we are a technology company providing payment processing solutions for the healthcare community, including physicians, clinics, ancillary medical service providers, out-patient facilities, third party medical billing entities, dentists and veterinarians. Our sole purpose is to satisfy the rising need for innovative payment solutions with revenue cycle technology that is efficient, patient friendly, and capable of reducing patient bad debt and days sales outstanding (DSO).

Position: Exempt Full-time

Description

The call center manager is responsible for managing all aspects of the day-to-day operations providing front-line support and ensuring quality services are provided to our clients. Responsibilities include monitoring, scheduling and resource planning as well as management of service levels.

Responsibilities

• Manage all aspects of the call center operations
• Develop professional management practices and set standards of performance to foster professional and supportive work environment;
• Actively participate in process improvement activities and workflow redesign;
• Setting and meeting performance targets for speed, efficiency, and quality;
• Monitor daily performance for team and individual team members to ensure client satisfaction and all key performance indicators (KPI) are met on a consistent basis;
• Perform regular call monitoring to improve quality, minimize errors and track performance and to provide feedback to representatives
• Identify problem areas and develop improvement plans to increase performance
• Liaising with internal partners to gather information and resolve issues;
• Handle escalated customer complaints or inquiries;
• Evaluate staffing needs and manage scheduling to achieve operational goals;
• Report generation utilizing Salesforce and other available information;
• Maintaining an up-to-date knowledge of industry developments ;
• Perform other duties as needed.

Requirements:

• 3-5 years supervisory experience in a small to medium size call center (25 to 100)
• Experience in growing and expanding a call center
• Knowledge of payment processing industry and experience using web-based applications
• Experience in Healthcare or Medical Billing Call Center Environment
• Experience in an inbound and outbound call center environment
• Understanding of payment plan financing preferred
• Excellent time management skills
• Excellent verbal and written communication skills
• Ability to multitask
• Demonstrated ability to train and develop staff members as well as deliver feedback in a positive and timely manner
• Proficient in scheduling, resource planning and management of service levels.
• Experience with call center technologies including ACD, IVR, Chat and voice mail.
• Proficient in compiling statistical reports and summary analysis.
• Proficient with MS Word, and Excel
• Experienced with Salesforce or other CRM product
• Associates Degree or equivalent