Essential Job Duties: Job functions are not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required for this position. Duties, responsibilities, and activities may change at any time with or without notice. Basic Functions of this position are:
• Develop call center day-to-day activities.
• Monitor schedules of all call center employees
• Maximize productivity levels from all resources/employees.
• Track and report lead generation performance metrics
• Calculate and report monthly commissions and bonuses for call center employees.
• Oversee hiring, coaching, and training of new employees to maintain high standards.
• Continued coaching and mentoring of all staff
• Maintain and improve call center operations by monitoring system performance, identifying and resolving problems, and completing action plans.
• Ability to perform job functions across all teams within the call center including but not limited to, Setting Appointments, Confirmation, Verification, Rehash and Training.
• Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations.
• Ensures productivity met or exceeded service and quality standards.
• Assists in the development of scripts for Call Center Representatives to use when communicating with customers.
• Analyzes performance data to identify opportunities for improvement.
• Ensures the outbound and the inbound Call Center quality standards are adhered to.
• Makes sure compliance with the Telephone Consumer Protection Act (TCPA) and federal and state Do Not Call (DNC) statutes and regulations, internally and externally.
• Performs other duties as assigned by the Executive Staff.
• Updates professional and technical knowledge by attending educational workshops; reviewing professional publications.
• Meets cost standards by monitoring expenses; implementing cost-saving actions.
• Knows the formal and informal goals, standards, policies and procedures which may include some familiarity of other departments and is sensitive to the interrelationship of both people and functions within the organization.
• Manages and mitigate risks and resolve and escalate issues as required.
• Complies with the Company’s policies on Diversity and to apply the principles of the policy when carrying out the role.