Call Center Manager
Job Description
About the Role
Call Center Manager
Management
New Mexico, United States
AGS3″ token-type=”text”>Regular Full-Time
Telecommute Yes” data-label=”Telecommute” id=”header-tags6″ token-data=”JOB_DESCRIPTION.TAGS6″ token-type=”text”>Telecommute Yes
AGS5″ token-type=”text”>Chenega Professional & Technical Services
AGS7″ token-type=”text”>Public Trust
Job Description
Summary
Come join a company that strives for Extraordinary People and Exceptional Performance!
Chenega Professional & Technical Services, LLC, a Chenega Professional Services’ company, is looking for a Call Center Manager. The Call Center Manager will support the TRICARE Call Center that facilitates the health care needs of our military population and their beneficiaries by responding to inbound calls, chat, email or other written correspondence regarding enrollment, claims, referrals and authorizations and appointments. The Call Center Manager will provide management, guidance, and leadership to over 200 employees.
Our company offers employees the opportunity to join a team where there is a robust employee benefits program, management engagement, quality leadership, an atmosphere of teamwork, recognition for performance, and promotion opportunities. We actively strive to channel our highly engaged employee’s knowledge, critical thinking, and determination to innovate scalable solutions for our clients.
Responsibilities
Oversee the start-up and transition activities, review project deliverables, and monitor productivity and quality performance of all contract personnel, maintaining a close and professional working relationship with the client.
Support using experience and skills in planning, directing, and coordinating work activities of health care related call center personnel preferred.
Support recruiting and retention in accordance with contract requirements.
Support all employee engagements including recruiting, on-boarding, training, retention activities, performance reviews and improvement processes, and off-boarding, as needed.
Possess understanding and ability to manage team as well as work effectively with client and management.
Responsible for planning, directing, and coordinating work activities of call center.
Provide oversight of the project for over 200 employees.
Problem-solve using innovative processes.
Qualifications
Bachelor’s degree or higher degree with five (5) years of Call Center Manager experience. Equivalent combinations of education and experience may be qualifying.
3 â 5 years of Project management experience, preferably in a Call Center.
3 years of experience managing large team of 75 or more employees with direct management of Supervisors.
Knowledge, Skills and Abilities:
Strong verbal and written communication skills
Possess solid leadership and managerial skills.
Possess solid people skills.
Possess knowledge of standard office administrative practices and procedures, including the use of standard office equipment to accomplish clerical statistical and data entry tasks in the support of the administrative work of the office.
Have superior customer service and organizational skills.
Be highly organized, detail-oriented with strong organizational skills and ability to work effectively and independently with a positive attitude.
Strong planning, and problem-solving skills.
Proficient computer skills using MS Office Suite (Word, Power Point and Excel are essential).
Final salary determination based on skill-set, qualifications, and approved funding.
Many of our jobs come with great benefits â Some offerings are dependent upon the role, work schedule, or location, and may include the following:
Paid Time Off
PTO / Vacation â 5.67 hours accrued per pay period / 136 hours accrued annually
Paid Holidays – 11
California residents receive an additional 24 hours of sick leave a year
Health & Wellness
Medical
Dental
Vision
Prescription
Employee Assistance Program
Short- & Long-Term Disability
Life and AD&D Insurance
Spending Account
Flexible Spending Account
Health Savings Account
Health Reimbursement Account
Dependent Care Spending Account
Commuter Benefits
Retirement
401k / 401a
Voluntary Benefits
Hospital Indemnity
Critical Illness
Accident Insurance
Pet Insurance
Legal Insurance
ID Theft Protection
Teleworking Permitted?
Yes
Teleworking Details
Fully remote position, managing a fully remote contract.
Estimated Salary/Wage
USD $110,000.00/Yr. Up to USD $120,000.00/Yr.
Our wide range of benefit options is designed to support and protect employees and their families. Based on eligibility, benefits include medical, dental, vision, prescription plans, wellness programs, income protection, paid leave, and retirement. Positions covered by the McNamara-O’Hara Service Contract Act, Davis-Bacon Act, or a Collective Bargaining Agreement (CBA) will comply with the statute or CBA requirements.
