Director of Call Center Operations
Reports To : President
This position is to oversee and implement call center policies and processes for improvement of daily functions. Oversight of employees to achieve company and department sales goals. Provide intelligence analysis and reporting and goals to leadership team.
Duties and Responsibilities
Objective to manage call center employees to meet company sales goals
Ability to manage various shifts of employees to meet designated sales goals with various projects in the Selling Season
Must be able to have corrective action in place to meet performance requirements.
Compliance-Train teams to sell with integrity and in a compliant manner to ensure the team works within CMS regulations
Reporting-Ability to track daily sales, call center volumes and ability to forecast sales budgets
Increase Department Profitability through marketing strategizing.
Ability to coach, mentor and correct call center staff
Create Manager reports for leadership with sales production
Record the call numbers/statistics and data flow for predicting future business demands
Distribute leads acquired and ensure they are worked to maximum capacity
Ensure daily reporting is turned into President at end of each day
Other duties as assigned
BA in Business Management/Information Management (recommended)
Proficient computer skills and general understanding of technology
Proficient in software programs of CRM, Voip phone, online applications and intelligence reporting.
Ability to create and implement policies and procedures to ensure smooth operation to meet company goals on objectives.
Personable with staff to ensure a positive and productive environment
2 years of prior Call Center Management experience required
Previous Sales experience preferred
Must be licensed with Health/ Life Insurance license within 30 days of employment
Excellent relationship building/interpersonal skills/management experience
Solid time management skills
Ability to work flexible hours as required to meet business needs
Proficient is use of Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.)
Minimum two-year Background in Healthcare or Health Insurance industry
Communicate, work, and manage in a highly productive and fast paced environment.
Walking around and receiving reports from Supervisors/Leads and providing guidance as necessary.
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