Manager – Call Center Operations – Clinical

Manager – Call Center Operations – Clinical

Requirements

• Master’s degree in Social Work, Counseling, Psychology, Marriage and Family Therapy or Substance Abuse Counseling
• Active license: Licensed Professional Counselor, Licensed Clinical Social Worker, Licensed Marriage and Family Therapist, Licensed Psychologist, or Licensed Independent Substance Abuse Counselor
• Bachelor’s degree in Nursing or other related field
• 5+ years of relevant clinical and administrative experience
• Previous experience as a lead in a functional area, managing cross functional teams on large scale projects or supervisory experience including hiring, training, assigning work and managing the performance of staff

Responsibilities

• Manage the implementation, maintenance and evaluation of organizational goals and strategies within the call center environment
• Manage the daily operations of 24 hour, seven days a week call centers
• Mentor subordinate site management in effective leadership and management skills
• Serve internal and external customers through oversight of service delivery to exceed quality audit goals and successful and timely problem resolution
• Mentor call center leadership towards optimal management practice and skill development as measured through performance evaluations and goals achievement
• Build effective workforce through identification of key characteristics for call center roles; actively engage in recruiting activities, and active achievement of staff job description responsibilities
• Ensure sufficient staffing to meet contractual, quality and compliance goals
• Oversee planning and delivery of training and orientation of staff with resultant positive employee, member and client satisfaction scores
• Develop, implement and monitor performance standards for staff as demonstrated by client and customer satisfaction and feedback, and achievement of quality monitoring and productivity goals
• Serve as a liaison to internal and external customers to resolve client-based or contractual issues
• Ensure development and implementation of unit and department work flows as evidence by increased efficiencies and decrease in concern trends
• Accountable for fiscal management within budgetary parameters and effective allocation of resources within responsible call center
• Administer policies and procedures and ensures compliance
• Maintain and monitor compliance with regulatory standards as evidenced by successful site audits and adequate licensure coverage for lines of business
• Accountable for oversight of facilities’, equipment and vendor agreements
• Research and implement ‘best practices’ in industry
• Responsible for successful integration of acquisitions, programs, and new business as measured by customer and client feedback
• Performs other duties as assigned
• Complies with all policies and standards

Preferred Qualifications

• Master’s degree preferred
• Call Center experience preferred