Manager, Call Center Operations

musc; Charleston (SC); On-site; USD 70,000 - 110,000; Full time

Job summary

Medical University Hospital Authority (MUHA) seeks a Manager of Call Center Operations to lead day-to-day call center activities, supervise Leads, Trainers and Referral Management Specialists, and ensure best practices in KPIs, quality, satisfaction, and staff engagement.

The role reports to the Director and drives initiatives across people, processes, and technology to optimize delivery in ambulatory settings.

Qualifications

• Bachelor's Degree or equivalent work experience; 7 years progressive work experience and 2 years management experience.

Responsibilities

• Oversee one or more functional areas of a department while supervising professional and support staff.
• Provide hire/fire/promotion authority as appropriate.
• Evaluate and improve department processes to ensure compliance and efficiency.
• Support budget processes and achievement of operational goals.
• Plan, organize, monitor, and evaluate department activities aligned with organizational goals.
• Collaborate with leaders to optimize workflows and improve quality and productivity.

Skills

Leadership

Staff management

Process improvement

Budgeting

Collaboration

Education

Bachelor's Degree or Equivalent Work Experience

Job description

Job Description Summary

The Manager of Call Center Operations reports to the Director, Call Center Operations (Ambulatory). Under limited supervision, the Manager of Call Center Operations provides visible and proactive management to maintain effective operations and to promote customer satisfaction. This role maintains daily operational call center activities including supervision of Leads, Trainers and Referral Management Specialists to promote accuracy and optimal customer service. This position ensures call center best practices are achieved in areas of key performance indicators, quality, customer satisfaction and staff engagement, with continuous focus on people, process and technology.

Entity

Medical University Hospital Authority (MUHA)

Worker Type

Employee

Worker Sub-Type

Regular

Cost Center

CC000593 CHS OH - Patient Access Center

Pay Rate Type

Salary

Pay Grade

Health-31

Scheduled Weekly Hours

40

Work Shift

Day (United States of America)

Job Description

Manages one or more functional areas of a department. Manages two or more professional and support staff including subordinate supervisors. Typically has hire, fire, or promotion authority. Evaluates and makes improvements to department processes while ensuring compliance with organizational policies and applicable laws and regulations. More discretion and greater financial authority than other lower management levels. Manages initiatives, strategic priorities and programs which have an impact on the organization. Works independently and in collaboration with leadership to support the budget process and meeting key operational goals. Plans, organizes, facilitates, monitors, and evaluates activities and functions of the department/functional business area based employee/organizational goals. Collaborates with leaders to establish operating procedures, enhance clinical/non-clinical workflows, increase productivity, and improve overall quality outcomes and operational efficiencies within a variety of delivery settings.

Additional Job Description

Education: Bachelor's Degree or Equivalent Work Experience: 7 years progressive work experience and 2 years management experience

If you like working with energetic enthusiastic individuals, you will enjoy your career with us!

Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.

Medical University of South Carolina participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees