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CDC Call Center Manager - Remote

Location
Conway, South Carolina
Job Type
Permanent
Posted
1 Apr 2021
The Call Center Manager is responsible for providing front-line, first level management and leadership to customer service representatives (CSRs) with the goal of meeting program objectives and customer service level agreements. To prepare you for this role, Maximus provides paid, comprehensive training which ensures our customer service representatives care for each caller with the highest levels of knowledge and professionalism.

JOB DESCRIPTION SUMMARY

ESSENTIAL DUTIES AND RESPONSIBILITIES:

- Ensure project compliance with all operational requirements of the contract as well as corporate policies
- Manage Customer Service and Outreach Programs
- Manage direct reports and the cost- effective operation of all project tasks
- Supervise subcontractors that provide services to program
- Oversee audits of operations
- Produce monthly Service Level Agreement (SLA) report for client, as well as ad hoc reporting
- Collaborate with other Managers to ensure effective coordination of activities
- Develop and implement operational policies and procedures in collaboration with other key stakeholders
- Establish and maintains effective relationships with clients and other external entities
- Oversee the development and implementation of innovative methodologies to improve service levels and overall operation efficiency
- Supervise the project's quality assurance and training programs as well as corrective actions to ensure compliance
- Monitor performance against key indicators established internally or by the clients
- Generate solutions to issues or complex problems
- Develop performance goals and objectives for staff, and monitor achievement of those goals
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Details

  • Job Reference: 256863464-2
  • Date Posted: 1 April 2021
  • Recruiter: Maximus
  • Location: Conway, South Carolina
  • Salary: On Application
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent