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Sun Feb 18, 2018 - 4 weeks ago

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Manager, Call Center Operations

ProfessionalPosition Purpose: Oversee the operations of the call center, including workforce management, and implement various initiatives for enhanced efficiency and performance.Oversee all activities related to the call center and workforce management, including systems and processes, ensuring compliance with established benchmarks and standardsEvaluate various statistical and financial reports to identify utilization trends and recommend operational improvements to managementImplement call center and interdepartmental initiatives to enhance operational efficiency and delivery of quality call center performanceFormulate and develop strategies and render assistance in the implementation of all major operational projectsOversee the review, investigation and resolution of complex inquiries regarding member and provider services issues for multiple business units and productsManage performance reports and dashboards and work queues to exceed established turnaround timesIdentify process and infrastructure needs to support existing and new business initiativesAbility to travel 10% of the time

TITLE: Manager, Call Center Operations

LOCATION: Little Rock, Arkansas

REQNUMBER: 1088781

COMPANY: Customer Service

POSITION TYPE: Professional