Contact Center Manager

Accredo Health Orlando , FL 32801

Posted 2 months ago

POSITION SUMMARY

Manages the supervisory team of representatives that handle customer service inquiries and problems in a single call center or multiple call centers. Works with the Call Center Director to develop policies, procedures and the business work plan for the site. Oversees call volume and service standards. Oversees hiring, training, coaching, developing and evaluating their staff.

ESSENTIAL FUNCTIONS

  • Manages team of first line supervisors for the call center associates in one or more sites.

  • Works to develop employee's supervisory skills, evaluates performance, provides feedback, and oversees resolution of employee relations issues.

  • Develops and tracks compliance to quality and service standards.

  • Works with Call Center Director to develop strategic business work plan goals.

  • Tracks and periodically reports progress to senior management.

  • Assist with Budget Planning.

  • Works with Operations Manager and Director to analyze operations and efficiency of the call center.

  • Recommends process improvements.

  • Oversees hiring and training of new employees.

  • May facilitate tours for client visits.

  • Special projects as needed.

QUALIFICATIONS

  • Bachelor's degree in related field or 11 to 14 years of experience.

  • 5-8 years relevant experience with Bachelor's Degree or Master's degree and 3-5 years of relevant experience.

  • General PC knowledge including Microsoft applications and call center platforms.

  • Demonstrated understanding of operating a call center including ability to manage average call time, response time, and call volume.

  • Knowledge of the PBM or healthcare industry required.

  • Ability to motivate employees, handle difficult employee relations issues and create a culture that supports high employee morale.

  • Focus on quality customer service.

  • Demonstrated ability to meet multiple deadlines and manage heavy workload.

  • Excellent verbal and written communication skills.

  • Ability to handle sensitive or confidential information is critical.

ABOUT THE DEPARTMENT

The Pharmacy Operations Group is crucial to achieving our mission of practicing pharmacy smarter and putting medicine within reach. Members of this team are at the front line every day interacting with patients, strategizing on improvements and efficiencies, and processing the more than one million prescriptions that come through our world-class pharmacies and distribution facilities across the country.

ABOUT EXPRESS SCRIPTS

Advance your career with the company that makes it easier for people to choose better health.

Express Scripts is a leading healthcare company serving tens of millions of consumers. We are looking for individuals who are passionate, creative and committed to creating systems and service solutions that promote better health outcomes. Join the company that Fortune magazine ranked as one of the "Most Admired Companies" in the pharmacy category. Then, use your intelligence, creativity, integrity and hard work to help us enhance our products and services. We offer a highly competitive base salary and a comprehensive benefits program, including medical, prescription drug, dental, vision, 401(k) with company match, life insurance, paid time off, tuition assistance and an employee stock purchase plan.

Express Scripts is an equal opportunity employer/disability/veteran.

  • LI-JT1
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VIEW JOBS 12/14/2018 12:00:00 AM 2019-03-14T00:00 POSITION SUMMARY Manages the supervisory team of representatives that handle customer service inquiries and problems in a single call center or multiple call centers. Works with the Call Center Director to develop policies, procedures and the business work plan for the site. Oversees call volume and service standards. Oversees hiring, training, coaching, developing and evaluating their staff. ESSENTIAL FUNCTIONS * Manages team of first line supervisors for the call center associates in one or more sites. * Works to develop employee's supervisory skills, evaluates performance, provides feedback, and oversees resolution of employee relations issues. * Develops and tracks compliance to quality and service standards. * Works with Call Center Director to develop strategic business work plan goals. * Tracks and periodically reports progress to senior management. * Assist with Budget Planning. * Works with Operations Manager and Director to analyze operations and efficiency of the call center. * Recommends process improvements. * Oversees hiring and training of new employees. * May facilitate tours for client visits. * Special projects as needed. QUALIFICATIONS * Bachelor's degree in related field or 11 to 14 years of experience. * 5-8 years relevant experience with Bachelor's Degree or Master's degree and 3-5 years of relevant experience. * General PC knowledge including Microsoft applications and call center platforms. * Demonstrated understanding of operating a call center including ability to manage average call time, response time, and call volume. * Knowledge of the PBM or healthcare industry required. * Ability to motivate employees, handle difficult employee relations issues and create a culture that supports high employee morale. * Focus on quality customer service. * Demonstrated ability to meet multiple deadlines and manage heavy workload. * Excellent verbal and written communication skills. * Ability to handle sensitive or confidential information is critical. ABOUT THE DEPARTMENT The Pharmacy Operations Group is crucial to achieving our mission of practicing pharmacy smarter and putting medicine within reach. Members of this team are at the front line every day interacting with patients, strategizing on improvements and efficiencies, and processing the more than one million prescriptions that come through our world-class pharmacies and distribution facilities across the country. ABOUT EXPRESS SCRIPTS Advance your career with the company that makes it easier for people to choose better health. Express Scripts is a leading healthcare company serving tens of millions of consumers. We are looking for individuals who are passionate, creative and committed to creating systems and service solutions that promote better health outcomes. Join the company that Fortune magazine ranked as one of the "Most Admired Companies" in the pharmacy category. Then, use your intelligence, creativity, integrity and hard work to help us enhance our products and services. We offer a highly competitive base salary and a comprehensive benefits program, including medical, prescription drug, dental, vision, 401(k) with company match, life insurance, paid time off, tuition assistance and an employee stock purchase plan. Express Scripts is an equal opportunity employer/disability/veteran. * LI-JT1 Express Scripts Orlando FL

Contact Center Manager

Accredo Health