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IL - Manager, Call Center Operations

Job Description

The Manager, Call Center Operations will lead and guide the operations functions for our patient/customers consulting service center. This center provides information and assistance to the patients and customers we serve. We re looking for a strong customer service minded individual who can build and lead a team of Support Service representatives. This role is responsible for providing outstanding customer service to meet our patients and customers needs and will also focus on effective forecasting and staff planning, analytics, and developing and implementing technology strategies and solutions.

Duties and responsibilities or (Essential Functions)

Manage a team of Support Center representatives to ensure quality of engagement and information provided

Listen to, investigate, and resolve call escalations regarding patient inquiries

Train service team on proper customer service, call etiquette and efficiency standards

Supervise, interview, train, develop and evaluate the Support Center team members

Develop standard operating procedures and KPIs to ensure the highest quality of customer satisfaction

Identify problems early and mitigates risk by proactively

Define report and analyze on key performance indicators

Influence and make recommendations to key stakeholders thru data driven analysis and report summaries

Review and analyze Call Center Metrics (average speed of answer, on-hold time, etc. )

Manage incoming and outbound call activities of organization including by phone, email, web or chat

Review and maintain call flows (interacts with IT as necessary)

Assist with forecasting activities for the team and sets performance goals

Create and interpret statistical information regarding departmental metrics to improve company efficiencies

Develop policies and necessary reporting for call center metrics

Oversee and approve standardized training materials for Support Center employees

Develop staffing plans and hiring of new team members as needed; including forecasting and determining future needs

Manage and coordinate implementation of customer service systems

Manage contact activity and coverage to assure high contact levels

Propose new training tools, equipment, incentives, procedures, call dialogues, etc. to better meet customers needs

Develop and maintain extensive expertise in terms of patient needs, center priorities, technology, metrics, compliance regulation, and other related areas

Proactively and professionally interact with members of the management team to determine and improve company-wide processes/procedures and company offerings

Perform other duties as assigned

Projects a positive image of the organization to employees, customers, industry, and community

Embodies the culture, values, and tenets of PharmaCann and full support of our purpose, goal, and key objectives


College degree or equivalent experience

Minimum seven (7) years of related operations experience in a call center focused on customer experience

Experience in CRM management, workforce management and call center metrics

Extensive knowledge of contact center systems, processes and the delivery of a high quality customer experience

Strong leadership and experience managing performance is required

Experience building and leading call center teams is required

Excellent communication skills displayed verbally and written, internally and with patients

Strong interpersonal skills with the ability to develop effective patient and teammate relationships

Proven track record of establishing key metric reporting

Ability to efficiently organize and manage multiple priorities and align resources to meet demand; strong attention to detail

Proven ability to multitask and work well in a fast-paced environment

Experience building and maintaining systems and workflows

Direct reports

Assistant Manager, Support Center; Supervisor, Support Center; Training Specialist

IL - Manager, Call Center Operations

Schaumburg, IL
Full Time

Published on 09/17/2021

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