Maximize productivity levels from all resources/employees.
Track and report lead generation performance metrics
Calculate and report monthly commissions and bonuses for call center employees.
Oversee hiring, coaching, and training of new employees to maintain high standards.
Continued coaching and mentoring of all staff
Maintain and improve call center operations by monitoring system performance, identifying and resolving problems, and completing action plans.
Ability to perform job functions across all teams within the call center including but not limited to, Setting Appointments, Confirmation, Verification, Rehash and Training.
Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations.
Ensures productivity met or exceeded service and quality standards.
Assists in the development of scripts for Call Center Representatives to use when communicating with customers.
Qualification
Strategic Planning - Ability to acquireAbility to lead and manage a large teamStrong organizational abilities
Required
Strategic Planning - Ability to acquire, store, recall, interpret and act upon information of relevance to the longer term survival and well-being of the organization.
Time Management - Effectively organizes work time to complete all assigned tasks.
Decision Making - Applies experience and knowledge to make effective decisions and has the wisdom to know when to consult others in the decision making process.
Communication - Exhibits excellent listening and verbal communications skills.
Organization - Ability to juggle and effectively complete or meet components of various projects, goals, and deadlines.
Analytical - Must be able to analyze facts and statistics to develop and track performance.
Business Acumen - Aligns work with Company’s strategic goals.
People Skills - Ability to effectively corroborate with others to accomplish the job.
Excellent attention to detail and strong time management skills
Strong analytical skills with the ability to make quick decisions.
