CALL CENTER MANAGER SKILLS, EXPERIENCE, AND JOB REQUIREMENTS
The Call Center Manager with expertise in implementing CCaaS and CRM platforms such as Salesforce enhances team performance through effective motivation and restructuring. This role is dedicated to fostering a high-energy environment focused on achieving set targets and enhancing customer experiences, particularly in medical settings. This position possesses strong capabilities in managing challenging customer interactions, with extensive knowledge of medical terminology and sophisticated call center technologies.
Essential Hard and Soft Skills for a Standout Call Center Manager Resume
- Data Analysis
- Knowledge of Customer Relationship Management Software
- Quality Assurance Monitoring
- Call Center Technology Proficiency
- Reporting and Metrics Interpretation
- Staff Scheduling Techniques
- Budgeting and Cost Management
- Knowledge of Regulatory Compliance
- Script Development
- Training Program Design
- Communication
- Leadership
- Problem-solving
- Empathy
- Patience
- Adaptability
- Conflict Resolution
- Stress Management
- Motivational Skills
- Team Building
Summary of Call Center Manager Knowledge and Qualifications on Resume
1. BA in Business Administration with 5 years of Experience
- Strong supervisory skills
- Ability to coach and counsel others, with a proven ability to develop and hire potential leaders and facilitate training needs
- Ability to create and lead high-performing call center teams
- Demonstrated mastery of written and verbal communication, and attention to detail
- Ability to manage work procedures, prepare work schedules, and expedite workflows
- Ability to thrive in a fast-paced environment handling multiple demands
- Basic understanding of medical collections, billing and/or medical insurance
- Strong project/process improvement skills
- Proven ability to collaborate with other leaders and departments on cross-functional/supportive tasks and actions
- Strong PC skills with a good understanding of MS Office Suite (Excel, Word, PowerPoint, etc.)
- Basic quantitative/financial analysis skills
- Solid customer service skills
- Ability to communicate and relate to all audiences, internally and externally.
2. BS in Communications with 3 years of Experience
- Strong call center call flow management ability and experience
- Experience in a Multi-Unit Facility setting
- Experience in a medical practice setting
- Have training experience
- Develop and train the workforce, build relationships and utilize the skills of the team most appropriately
- Excellent time management skills
- Adjust priorities and manage time wisely in a fast-paced environment.
- Strong analytical and problem-solving skills with experience in Microsoft Word, PowerPoint, and Excel spreadsheets.
- Communicate concisely and professionally
- Participate in a team environment while dealing with patients and office personnel in high-stress situations.
- Work on assigned tasks with minimal supervision.
3. BS in Management with 4 years of Experience
- Call center leadership experience for multi-location organizations.
- A track record of achieving goals through team leadership, innovation, coaching, and best practice creation.
- Excelled in setting aggressive and attainable goals and achieving them.
- Experience creating key performance indicators and scorecards to track team performance.
- Experience performing root-cause analysis to better understand sales/conversion hurdles and coaching team members to drive performance.
- Proficiency with call center and business software including CRM (Salesforce, Microsoft Dynamics, etc.), CCaaS (such as Five9, Talkdesk, etc.), and Microsoft Office.
- Experience leading team meetings to drive results.
- A proven track record in proactively driving process improvement.
- Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict-resolution skills.
- Highly motivated by achieving sales goals and driving success.
4. BA in Human Resources with 3 years of Experience
- Work in a high-growth environment.
- Experience implementing CCaaS and/or CRM software platforms.
- Effective at motivating and managing a growing team, including shifting team structure and roles to optimize performance.
- Have passionate about creating a positive customer experience for each and every prospective patient.
- Create a high-energy, goal-oriented team environment via setting, tracking, and achieving daily, weekly and monthly targets.
- Working knowledge and passion for identifying and improving new marketing and call center technologies such as Salesforce, call intelligence systems, call routing and tracking systems, etc.
- Have skilled guiding team members on how to diffuse negative patient phone calls.
- Exceptional customer service abilities, superb communication skills, and strong scheduling ability with a full understanding of physician practice workflows.
- Ábility to take ownership of customer issues and bring them to resolution creating customer advocates
- Have medical terminology, strong computer skills, and documentation skills
5. BA in Marketing with 2 years of Experience
- Experience in Contact center lead experience in mid – large scale environments
- Have a minimum tertiary-level qualification in business (or equivalent)
- Have thought Leadership and proven ability to manage and motivate team
- Experience in policy and compliance to support legislative or business requirements
- Strong communication skills, engaging with and managing stakeholders at all levels
- Passionate about delivering an exceptional customer experience
- Experience in Allied Health or Human Resources would be highly regarded
- Have a willingness to partner with internal stakeholders to achieve strong organizational outcomes
- Knowledge of current call center technology and advanced functionality
- Working knowledge of industry technology solutions in underwriting and policy administration
6. BA in Psychology with 5 years of Experience
- Ability to make vital decisions, answer inquiries, develop positive relationships, and client/account management experience in a high-volume Call Center environment.
- Ability to motivate others.
- Ability to demonstrate knowledge and understanding of Call Center operations including call routing and management technologies (Automatic Call Distributors (ACD), Interactive Voice Responders (IVR), Web, Chat, Email, Social Media, SMS/Text, Mobile, Fax, Phone and Mail), workforce management systems
- knowledgebase systems, quality assurance applications, and business intelligence software.
- Ability to create reports on MS Excel using pivot tables and translate information into dashboard summaries.
- Ability to summarize events from the previous week into executive summaries and monthly reports.
- Ability to multitask using several databases, interpreting the data, and providing resulting guidance to stakeholders.
- Ability to demonstrate exceptional phone etiquette.
- Ability to adapt to changing environments and to apply creative solutions to various challenges.
- Ability to provide ad hoc reporting of metrics to multiple units within SEVP.
- Ability to coordinate initiatives to support operations within the group with outside organizations.
- Ability to train new incoming Help Desk Specialists on policy, guidance, and other instructions.
- Ability to present formalized training to groups including upper management.
- Ability to conceptualize policies and regulation updates, technical documentation and condense information in language that is easily translatable to the Help Desk Specialists.
- Ability to adjust the tasking of the Help Desk Specialists on an ad hoc basis.