Manager, Call Center Operations

Welcome to MUSC Health, where we strive to provide the highest quality of care to our patients. We are currently seeking a skilled and experienced Manager of Call Center Operations to join our team and lead our call center operations to success. This is a unique opportunity to make a difference in the lives of our patients by ensuring efficient and effective communication with our call center. We are looking for a dedicated and dynamic individual with a strong background in call center management and a passion for healthcare. If you are a natural leader with excellent communication and problem-solving skills, we want to hear from you. Join us in our mission to improve the health of our community and make a positive impact on our patients' lives.

1. Oversee and manage the daily operations of the call center, ensuring efficient and effective communication with patients and healthcare providers.
2. Develop and implement strategies to improve call center performance and enhance patient satisfaction.
3. Lead a team of call center representatives, providing guidance, training, and support to ensure high-quality customer service.
4. Monitor call center metrics and analyze data to identify areas for improvement and implement solutions to increase efficiency and productivity.
5. Collaborate with other departments to ensure seamless communication and coordination across all areas of the organization.
6. Maintain a thorough understanding of MUSC Health's services, policies, and procedures to accurately address patient inquiries and concerns.
7. Develop and maintain call center protocols and standard operating procedures to ensure consistent and effective communication with patients.
8. Handle escalated patient complaints and resolve issues promptly and professionally.
9. Stay up-to-date with industry trends and best practices in call center management and healthcare to continuously improve operations.
10. Foster a positive and collaborative work environment, promoting teamwork and open communication among call center staff.
11. Conduct performance evaluations and provide ongoing coaching and feedback to call center staff to ensure high-quality service delivery.
12. Monitor staffing levels and make necessary adjustments to ensure adequate coverage and efficient call handling.
13. Ensure compliance with all relevant regulations and laws pertaining to call center operations and patient confidentiality.
14. Develop and manage the call center budget, including forecasting and tracking expenses.
15. Participate in meetings and presentations to provide updates on call center operations and contribute to strategic planning for the organization.

According to JobzMall, the average salary range for a Manager, Call Center Operations in Charleston, SC, USA is between $59,000 and $89,000 per year. This can vary depending on factors such as the size and type of call center, the specific industry, and the manager's level of experience and qualifications.