Call Center Operations Manager

Integrated Resources Inc.; Ewing Township (NJ); On-site; USD 90,000 - 120,000; Full time

Job summary

A leading staffing firm seeks a Call Center Operations Manager in Ewing Township, NJ. The role involves overseeing a team and managing call center activity to ensure high service levels. A background in call centers, especially with leadership experience, is essential for this position that will require traveling.

Qualifications

• Minimum of 5 years supporting call centers.
• Minimum of 5 years of leadership experience.
• Healthcare experience is a plus.

Responsibilities

• Manage a team of 8-12 FTEs.
• Ensure efficient workforce coverage for call volumes using queuing theory.
• Lead telephony/customer service projects.

Skills

Call center workforce management systems

Understanding of call center queuing theory

Education

Bachelor's Degree

Job description

Integrated Resources, Inc is a premier staffing firm recognized as one of the tri-state's most well-respected professional specialty firms. IRI has built its reputation on excellent service and integrity since 1996. Our mission centers on delivering only the best quality talent, the first time and every time. We provide quality resources in four specialty areas: Information Technology (IT), Clinical Research, Rehabilitation Therapy, and Nursing.

Job Description

Position: Call Center Operations Manager

Location: Ewing, NJ

Immediate interview with the client

Travel Requirements: Approximately 2 weeks in Ewing, 1 week in Newark, and 1 week in Chicago per month. Travel expenses will be reimbursed.

Job Summary: This position will have direct accountability for the Call Center Workforce Management team. The manager will ensure high levels of service by leading staffing models and monitoring daily call center activities. The role serves as the primary owner/liaison between call center operations and systems to ensure effective system functioning and project implementation. A key focus is leading call quality initiatives, including improving first contact resolution and reducing repeat call rates. The position reports directly to the Senior Director of Shared Services.

Responsibilities:

1. Manage a team of 8-12 FTEs.
2. Ensure efficient and timely workforce coverage for call volumes using queuing theory.
3. Forecast and plan call volumes and capacity models for internal and external teams.
4. Achieve world-class call metrics such as Average Speed of Answer, Average Handle Time, First Call Resolution, and Quality.
5. Lead telephony/customer service projects.
6. Support telephony systems issues (IVR, AVAYA, Verint).
7. Develop strategic plans for initiatives like Healthcare Reform.
8. Create daily, weekly, and monthly call reports for various leadership levels.
9. Develop telephony reporting processes for accurate and timely data analysis.
10. Lead quality improvement initiatives to enhance first contact resolution and reduce repeat calls.

Education/Experience:

1. Bachelor's Degree from an accredited institution.
2. Minimum of 5 years supporting call centers.
3. Minimum of 5 years of leadership experience.
4. Healthcare experience is a plus.

Skills and Abilities:

1. Experience with electronic call center workforce management systems.
2. Understanding of call center queuing theory.