Centerfield · 5 hours ago

Manager, Call Operations

United States

Full-time

Remote

Mid, Senior Level

$80K/yr - $115K/yr

5+ years exp

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Responsibilities

Develop and implement operational strategies to meet business objectives and improve overall performance

Drive new opportunities for increasing GP - increase revenue and improve client conversion rates, while also finding ways to reduce operational costs

Articulate in an elevated manner the business trends, needs and direction

Establish KPIs for what an ideal customer experience looks like – including length of call, reason for dropping, conversion rate, QA

Utilize data analytics to drive decision-making and strategic planning, as well as uncover trends and improvement opportunities

Analyze call center metrics to hit performance goals

Prepare regular reports on call center performance, customer satisfaction, and operational efficiency for senior management.

Describe and teach in laymen’s terms the overall processes for dialing/routing, matching, scripting

Drive continuous improvement initiatives to enhance call center processes and overall customer experience.

Manage strategic outbound dialing programs, such as Wellcare and QM member care, to ensure successful outcomes.

Oversee the setup and performance of outbound dialing campaigns, ensuring alignment with business goals.

Optimize dialing and queuing strategies to enhance campaign effectiveness and agent productivity.

Develop and implement strategies for call routing, including lead and call scoring to enhance operational efficiency.

Set up and manage routing configurations such as agent filter sets, agent filters, and call campaigns to maximize effectiveness.

Identify opportunities to improve outcomes by enhancing the buyer selection process through advanced call routing techniques.

Ensure effective matching processes for shoppers to sales representatives on both outbound and inbound calls as well as shoppers to clients.

Oversee the quality of products and services delivered to clients, ensuring alignment with established standards

Partner with sales and account management teams to develop expected client quality KPIs – including conversion rates, billable rates, credit rates

Develop and maintain effective scripts that ensure top product quality to client while also always considering how to enhance consumer experience on the phone

Analyze client feedback and call data to identify improvement areas and optimize call center processes to meet quality KPIs.

Implement best practices across the call experience

Collaborate with IT and other departments to leverage technology for improved call routing, reporting, and customer interaction

Drive tech requests to optimize call center effectiveness and efficiencies

Act as the primary liaison for technology needs, including discovery, ideation, solutioning, and prioritization of call operations technologies.

Qualification

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Call center analyticsCall center managementSQLCall routingOutbound dialingCRM systemsData analyticsContinuous improvement