MGR CUSTOMER SERVICE in Miami, FL at Beacon Health Options

Date Posted: 11/7/2018

Job Snapshot

Job Description

About the Position:

We are currently seeking a dynamic Manager of Customer Service to join our team at our office in Miami, FL.   The Manager is responsible for overseeing the daily workforce planning and scheduling across the Miami Call Center. The objective of this position is to optimize service levels to ensure the most efficient use of department staffing resources. The position supervises Team Leaders and all Representatives of Beacon’s call center department.  The Manager is responsible for ensuring that individual employees, and the department as a whole, meet the company’s contractual obligations.

As an integral component of operations management, this person is responsible for identifying specific areas for improvement on an ongoing basis and making the appropriate adjustments.  As the company grows and evolves, so should our department. The Manager will ensure that the call center performs at a level commensurate with its obligations and ambitions. The Manager will also be an integral part of new business planning and implementation processes.

Position Responsibilities:

  • Manage daily call center operations, monitor activity of agent groups, anticipate call volume shifts, and direct real-time staff adjustments to meet service level objectives.
  • Prepare call center performance reports by collecting, analyzing, summarizing data/trends
  • Generate optimal schedules to maximize staffing resources
  • Maintain and improve call center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, and managing system and process improvement
  • Implement and maintain effective Quality Assurance processes
  • Develop training documents that support call center operations and foster growth, administer appropriate training programs for new hires and existing staff
  • Motivate and encourage staff through open communication, establish channels to facilitate feedback, build loyalty and increase focus by implementing employee recognition programs
  • Accomplish call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees, communicating job expectations, appraising, reviewing compensation actions, enforcing policies and procedures.
  • Capture, store and report on historical call center statistics
  • Manipulate skill set routing to ensure adherence to plan goals
  • Administer attendance audits and tracking
  • Handle escalated calls, complaints, and questions

Position Requirements:

  • Education: B.S. degree required
  • Years and Type of Relevant Work Experience: 3 - 5 years of supervisory/management experience is required
  • Knowledge, Skills, Abilities:
    • Experience in staffing, performance management, conflict resolution, coaching, counseling of a workforce
    • Proficient in Microsoft office products, Word, Excel, PowerPoint, Outlook
    • Strong written and verbal communication skills
    • Strong analytical and organizational skills
    • Ability to work in a team environment, presenting a professional image
    • Ability to multi-task and be flexible
    • Excellent Interpersonal skills

To Apply:

Click below on “Apply for this Position” to create a profile and apply for the position

Beacon Health Strategies, LLC., a Beacon Health Options company, is proud to be an Equal Opportunity Employer as well as a Drug Free Work Environment. EOE/M/F/Veterans/Disabled

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