Job Description
Job Description:
- Manage and oversee day-to-day operations of the healthcare voice/call center team
- Monitor team performance and ensure achievement of KPIs
- Lead, coach, and develop team leaders and agents to drive performance and engagement
- Analyze call center metrics and implement process improvements
- Ensure quality standards and compliance with company policies
- Handle escalations and resolve complex customer issues
- Collaborate with other departments to improve customer experience
- Prepare reports and provide insights to senior management
Minimum Qualifications:
- At least 5 years of experience in call center operations with focus in healthcare
- Experience leading startup operations or departments with 50–100 employees
- Strong knowledge of call center metrics and performance management
- Excellent communication and interpersonal skills <...