TalentLNX is seeking an experienced and dynamic Remote Healthcare Patient Support Services, Call Center Manager to join our growing team. In this position, you will be responsible for leading a remote team of 15-25 call center representatives, ensuring that they deliver top-notch customer service to patients while achieving performance targets. Your leadership and strategic vision will play a crucial role in enhancing our client relationships and driving operational excellence.

As a Remote Call Center Manager, you will implement best practices that optimize call center processes, foster employee engagement, and create a cohesive remote working environment. If you have a proven track record of managing call center operations effectively and are passionate about customer experience, we want to hear from you!

Responsibilities

• Oversee daily operations of the remote call center, ensuring team performance aligns with organizational goals.
• Develop and implement strategies to improve customer satisfaction and call center KPIs.
• Provide coaching, mentorship, and performance evaluations to remote staff to support their growth and success.
• Analyze call center metrics to identify trends and areas for improvement.
• Coordinate scheduling and workflow management to maintain optimal staffing levels.
• Ensure compliance with industry regulations and organizational policies.
• Foster a positive team culture that encourages collaboration and engagement among remote employees.
• Implement new technologies and processes to enhance operational efficiency.

Requirements

• Bachelor's degree in business administration or a related field.
• 3+ years of experience in call center management, preferably in a remote setting.
• Strong leadership skills with a proven ability to motivate and develop a remote team.
• Excellent communication and interpersonal skills.
• Proficiency in call center management software and remote collaboration tools.
• Strong analytical skills for interpreting metrics and implementing improvements.
• Ability to thrive in a fast-paced, dynamic environment while managing multiple priorities.
• Demonstrated commitment to exceptional customer service and satisfaction.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home
• Wellness Resources