Assistant Manager (Call Center Operations) Job at Hendall Inc, Remote

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  • Hendall Inc
  • Remote

Job Description

Assistant Manager (Call Center Operations) Location Remote :

OVERVIEW

The Assistant Manager (Call Center Operations) will provide day-to-day operational support for a 24/7 call center that receives more than 1 million calls annually in English and Spanish. The call center provides information to the public related to mental health and substance use disorders and the ideal candidate will have experience in the behavioral health field.

DUTIES:

  • Oversee quality monitoring activities
  • Plan and direct workflow and project assignments
  • Assist with hiring and evaluation of staff
  • Measure performance and report key metrics such as call abandonment, calls waiting, volume, service level adherence, etc.
  • Ensure adherence to policies for attendance, established procedures, etc.
  • Escalate any discrepancies in staff performance and/or workflow
  • Complete weekly reporting of agent performance
  • Completes monthly reporting of supervisor performance

MINIMUM QUALIFICATIONS:

  • Experience providing management support for a high-volume call center that responds to inquiries related to behavioral health, mental health, substance misuse, or other related topics
  • Proficiency in Microsoft Office (primarily Word and Excel)
  • Exceptional communication skills including the ability to provide clear, compassionate, accurate customer service to the public
  • Understanding of and experience providing reporting and analysis of common call center metrics
  • Although the work schedule is typically Monday-Friday 8:30-5:30, willingness and availability to periodically (2 days/month) work on a weekend
  • Although the work schedule is typically Monday-Friday 8:30-5:30, willingness and availability to periodically work on a holiday
  • Bachelor's degree

Hendall Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Job Tags

Holiday work, Full time, Remote job, Weekend work, Monday to Friday,

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