Job Listing: Call Center Manager

Volt Services Group is partnering with a large and well established company in the Health Insurance industry which is seeking an experienced Operations Leader for the Customer Service Call Center located at their beautiful Bend, Oregon Campus. The CS Manager will report to the Director of Customer Service Operations and will oversee multiple teams servicing a variety of parent company member groups.
The Company culture promotes individual development, fosters innovation, and rewards success. They are creative, strategic thinkers who use their talents to fulfill the mission of creating peace of mind for members.
The ideal candidate will possess strong leadership experience in a high volume automated production environment utilizing performance metrics to measure and monitor successful achievement of company service goals.
The CS Manager will oversee work assignments, processes within and between work groups and will identify and implement effective solutions to problems as they arise. Will work collaboratively to identify, design and implement process improvement strategies than impact assigned areas. Monitors and supports individual performance improvement of assigned staff.
Responsibilities will include interviews, hires, and administer corrective action of staff, coaching assigned staff, providing professional development opportunities through work assignments, special projects, further education and feedback, work proactively with supervisors to ensure performance standards and policies are consistently applied throughout the organization anticipate the impact of the changing business environment on assigned work areas and adjusts work assignments and processes as necessary, Managing assigned projects meeting deadlines and assuring results meet the business needs of the organization. Candidate will be responsible for resolving more difficult internal and client issues as they arise and recommending budget requirements for assigned areas using forecasting and planning tools. Candidate will Manage within approved budgets and request exceptions as needed as well as provide appropriate and timely performance feedback to staff both informally and during formal review processes. Other responsibilities would involve reviewing and recommending merit, promotion and equity pay increases. This position works with Operations Training department to ensure operations training programs meet the content and timing requirements of staff and business changes and designs, implements and monitors procedures to ensure smooth, accurate and timely work flow within assigned groups and works collaboratively with others throughout the organization to implement cross team and company wide procedures and systems changes. You would also be responsible to Identify, design and implement appropriate solutions to staffing, quality and work load problems in a timely and effective manner. Other duties as assigned.