Call Center Manager
Syneos Health
- Chicago, IL
- Permanent
- Full-time
Location: Chicago, IL, United States
Job ID: 4064DescriptionWe are looking for a talented individual to join our team as an Engagement Center Manager.If you are known for your exceptional leadership, we would love to hear from you!The Engagement Center Manager is responsible for developing and leading Engagement Center staff through virtual sales and support initiatives. The role serves as a champion for maximum productivity and quality control for all customers and products provided.You will:
- Monitor call center representatives regularly to ensure that calls are being handled properly and scripts are being followed (including call activity and volume reporting).Manage project operations within the call center to meet client expectations.
- Supervise call volume activities and production to ensure maximum efficiency.
- Create and provide reporting to include but is not limited to call volume, call success rate, hours used per program, expected completion dates, feedback, and agent adherence.
- Provide guidance and direction to staff, covering all aspects of customer service standards/procedures, ensure adherence to policies and procedures, and initiate programs to enhance productivity and customer care.
- Consistently demonstrate a proactive, customer-centric, solution-based approach.
- Bachelors Degree preferred
- Minimum 3 years of supervisory experience in a call center environment across both patient/customer inbound and outbound programs
- Knowledge of call center operations and processes
- Recent pharmaceutical or healthcare industry experience
- Outstanding interpersonal and collaboration skills
- Ability to be flexible and willing to work on a variety of different projects and tasks as needed.
- Ability to multitask, prioritize day-to-day responsibilities and meet deadlines.
- Analyze information and target trends.
- Continually seek ways to provide better customer service.
- Strong analytical skills