Call Center Manager - CB100

We are looking for a 24/7 Call Center Site Manager in Long Beach.



This position provides leadership to and directs the activities of the Call Center Team Managers. The position is responsible for people, operations, financial, cost and project management of the working group,as well as the development of office business plans, budget development and compliance and strategies designed to meet the needs of members,insureds and the call center. Through the supervision of a management team, the position ensures the operating center is in compliance with organizational and business unit policies, procedures and practices. In addition, this position collaborates with the Operations Manager, Group

Manager, and other business unit management to develop strategy, initiatives, and implementation processes to achieve organizational goals.



RESPONSIBILITIES/JOB DUTIES

1. Participate in the development and implementation of Call Center

strategies, business plans, and annual goals and objectives designed to

improve service delivery and member/insured satisfaction in the most

cost-effective manner. Develop growth projections and operational

capacity plans based on organizational, membership, and economic trends

and analysis of internal and external data. Direct projects, goals and

objectives as assigned.

2. Analyze service levels, trends, forecasts, staffing, and feedback

from staff to ensure a consistently high standard of member/insured

service. Ensure corrective action is taken to achieve goals. Monitor

and analyze communication needs to ensure maximum utilization of staff

and equipment. Recommend and implement changes as necessary.

3. Ensure employee development is achieved through coaching, monitoring

and training conducted by managers and supervisors. Ensure management

staff is current on all changes in policy and procedures. Ensure

management is conducting individual and group meetings, encouraging

employees to support culture and values, embrace changes, as well as to

foster discussion on current policies, procedures, objectives and goals.

Create an operating environment conducive to high employee satisfaction,

employee development/growth and retention, while maintaining respect and

dignity for all employees.

4. Provide leadership, direction, and oversight to Team Managers.

Schedule and/or assign work through business unit management and

supervision.

5. Oversee Team Managers' preparation of operating expense budgets,

monthly reconciliation/variance, and expense forecasts for site.

Communicate operational and financial results to upper management on a

regular basis.

6. Resolve service and performance issues with personnel in other

business units, vendors, etc. Maintain good working rapport and

communications, as well as arrange and conduct field meetings as

necessary for mutual cooperation, compliance, resolution, updates and

changes.

7. Maintain knowledge of and determine future need for call center

management systems, call volume, trends, and staffing requirements.

Make recommendations and justify software enhancements or hardware

purchases for computer systems.

8. Interview, screen, and hire management and supervisory employees as

replacements or additions to staff, as well as oversee promotions and

terminations.

9. Conduct corrective counseling of employees upon escalation from

supervision. Ensure compliance with appropriate Club and legal

requirements.

Genesis is the phone routing system. They use an in-house, Seible based

portal environment for processing the calls.

Salary 100K

Excellent benefits. Medical, dental, 401k, pension, etc.