Call Center Manager/Quality Assurance (Part Time)

Boston, MA | Contract To Hire

Job ID: 4810 Category: Customer Service/Call Center

A Boston Based Medical Call Center is actively seeking a Call Center Manager to assist with quality assurance and coaching of call center representatives. This a part time opportunity with 8 to 16 hours per week. Must be an organized, reliable, results-driven and professional with a practical mind to solve problems on the spot, see the big picture, and make improvements.

 

Responsibilities:
  • Coach and provide training to personnel to maintain high customer service standards
  • Monitor and improve ordering, telephone handling and other procedures
  • Evaluate performance with key metrics such as accuracy and call-waiting time
  • Prepare reports for different departments or upper management
  • Develop objectives for the call center’ s day-to-day activities
  • Conduct effective resource planning to maximize the productivity
  • Collect and analyze call-center statistics and customer service metrics

 

Requirements:
  • BS/BA Degree
  • 7 - 10 years of call center management/consulting
  • Proficient in MS Office and call center equipment/software programs
  • Positive and patient with experience delivering feedback and coaching
  • Knowledge of performance evaluation and customer service metrics
  • Solid understanding of reporting procedures
  • Outstanding communication and interpersonal skills
  • Excellent organizational, leadership, and problem solving skills

 

To apply:
  • Forward your most up to date resume in a Microsoft Word document
  • Please include your phone number and preferred email address

 

Hire Partnership, LLC | www.HirePartnership.com

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