The Call Center Manager oversees the daily operations of a public health call center, ensuring efficient and effective service delivery.
This role involves managing a team of call center representatives, including union workers, to provide high-quality customer service and support for public health initiatives.
Must be willing to work onsite 5 days per week
RESPONSIBILITIES:
Team Management: Hire, train, and supervise call center staff, ensuring compliance with union agreements and public health standards.
Operational Oversight: Monitor call center performance, implement process improvements, and ensure adherence to public health protocols.
Union Relations: Collaborate with union representatives to address worker concerns, negotiate agreements, and maintain a positive working environment.
Customer Service: Resolve escalated customer issues, ensure high levels of customer satisfaction, and maintain service quality.
Reporting and Analysis: Track key performance metrics, prepare reports, and analyze data to improve call center operations.
Compliance: Ensure all activities comply with public health regulations and union contracts.
REQUIRED EXPERIENCE:
Education: Bachelor's degree in Public Health, Business Administration, or a related field.
Experience: Proven experience in call center management, preferably in a public health setting, and experience managing unionized employees.
Skills: Strong leadership, communication, and problem-solving skills. Ability to work collaboratively with union representatives and other stakeholders.
SKILLS AND QUALIFICATIONS:
This role is crucial for maintaining the efficiency and effectiveness of public health communication efforts, especially in managing the unique dynamics of a unionized workforce