Call Center Answering Service Manager Jobs

Required Knowledge, Skills, And Abilities

Stays abreast of leading call management practices by tracking emerging trends in call center operations management

Conducts needs assessments, performance reviews, capacity planning, and cost/benefit analyses

Defines user requirements, establishes technical specifications as well as production, productivity, quality, and customer-service standards

Attends educational workshops, reviews, professional publications, establishes personal networks, benchmarks state-of-the-art practices, and participates in professional societies

Serves as the Division Manager, Emergency Services Center when needed

Develop and implement appropriate business strategies and priorities for each targeted market segment utilizing territory management skills

Effective communication skills, including presenting information and responding to inquiries from Epiroc management and internal/external customers is required

Prior demonstrated experience successfully leading teams of employees is required

Advanced training in computer aided maintenance systems, reporting, databases, and spreadsheets are preferred qualifications

Experience in successfully leading, developing and mentoring teams through the full employee life cycle

Sense of urgency for goal achievement; advanced multi-tasking expertise in a fast-paced environment

High school diploma or GED; some college experience preferred or degree a plus

Telephone Answering Service/Customer Service experience a plus

Basic computer proficiency, particularly with Microsoft applications as well as web-based applications

Bilingual (English and Spanish) is a plus!

Employee Assistance Program (free to ALL employees)

Performance Bonuses (perfect attendance, top performers, etc)

Successful experience in financial management against measurable performance standards, leading/managing an Operations Team

3 years of direct line management preferred.

We’re experts, which means you’ll have the following skills and experience:

Work from home, on-site or in a local service center-hybrid

Bachelor’s degree or equivalent 5 years related experience.

1 year of experience managing technical employees preferred.

Experience using a CRM (Customer Relationship Management) platform is helpful

Strong computer navigation skills and PC knowledge

Provide customer satisfaction by meeting customer requirements through first contact resolution

Confirm customer understanding of solution and provide additional customer education as needed

Maintain broad knowledge of products, pricing, procedures and other important information as needed

Cross-train in multiple customer needs to maintain full spectrum knowledge base

Manages and directs all operations to support sales demand

Oversees expense budgets to ensure compliance with organizational expenditure requirements

Manages and ensures employee training, development, and succession planning

Manages assets to ensure proper maintenance, replacement and upgrades are completed in a timely manner

Develops and manages relevant KPIs in accordance for business needs

3 to 5 years of leadership experience in a service oriented operation (preferred)

High school diploma or GED; some college experience preferred or degree a plus

Telephone Answering Service/Customer Service experience a plus

Basic computer proficiency, particularly with Microsoft applications as well as web-based applications

Bilingual (English and Spanish) is a plus!

Employee Assistance Program (free to ALL employees)

Performance Bonuses (perfect attendance, top performers, etc)

Pay offered dependent on knowledge, skills, and experience.

Manage the planning of the import with expediters/customs of the coaches from Europe in coordination with DCNA and EvoBus sales.

Manage and execute the vehicle pick up at the port.

Manage and maintain the complete documentation, like: transportation delivery protocol (UP), PDI protocol, final internal inspection protocol, delivery protocol.

Obtain and manage quotes for retrofits, maintain documentation and the warranties of those retrofits.

Setup vendors in the finance system to process PO’s and payments and all manual check requests.

Ability to work independently and manage a high volume of calls in multi-line system

Experience with EMRs or Amtelco Genesis a Plus!

Paid training, is $15 per hour to start. Contracted pay based on experience.

Dedicated Home office, Windows 10/11 personal computer, wired high-speed internet, USB noise-canceling headset.

Professional & positive phone presence!

Quick learner, attention to detail, typing minimum of 50-60 wpm.

Note: Required professional licensure/certification can be used in lieu of education or experience, if applicable.

Assist with coordination of activities related to insurance pre-certification/authorization.

Provide counseling to patient, participant or their representative regarding pre-service requirements and instructions.

Department: ACC Providers After Hours

Schedule: 2:30pm-11:00pm and every other weekend central time

Gather necessary demographic, insurance and clinical information from patient and enters into appropriate database.

Two to three years of management experience in a call center environment required

Organizational skills with ability to manage multiple priorities

Manages a schedule of shifts

Identifies and recommends expansions to technology, equipment, and processes that will improve customer and employee experience and retention

Overcomes objections to scheduling and offers the importance of attending their appointment

Experience with contact center technologies and best practices for delivering world class customer service