Senior Call Center Manager
G
Gainwell TechnologiesHealthcare technology
United States remote opportunityFull-TimeManager
Salary115,900 - 165,600 USD per year
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Job Details
- Experience
- Five or more years of support services, project, or program experience; Five or more years of leadership or supervisory experience
- Required Skills
- LeadershipBudget management
Requirements
- Have five or more years of support services, project, or program experience.
- Have five or more years of leadership or supervisory experience.
- Have experience working with the technology industry.
- Have experience working with company products and operating systems.
- Have experience working with proposals.
Responsibilities
- Lead multiple contact center functions and operational leaders across customer interaction channels.
- Identify and implement process improvements to increase efficiency, reduce customer effort, and improve agent productivity and customer satisfaction.
- Partner with workforce management, forecasting, and business stakeholders to develop volume forecasts, staffing models, and capacity plans.
- Identify operational risks, performance gaps, and service issues, and implement mitigation strategies.
- Develop and manage operating, labor, technology, and departmental budgets; analyze variances and take corrective action.
- Build partnerships with clients, business leaders, and operational stakeholders to support service excellence and issue resolution.
- Analyze customer feedback, operational metrics, and performance trends to lead customer experience improvements.
- Recruit, coach, mentor, and develop managers, supervisors, and support staff.
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