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Assistant Call Center Manager/St. Pete and Deerfield Beach Florida - (Role Number: 182150)

05/14/2018Call Center
Job Location:
Saint Petersburg, FL
Metro Area:
FL - Tampa
Company Name: Humana Inc.
Website:  Click to Visit
Role: Assistant Call Center Manager

Assignment: Humana/Your Home Advantage

Location: St Pete, FL

 

Humanas dream is to help our members and our own associates achieve lifelong well-being. Use your clinical experience to work with patients and providers in a nontraditional environment where your knowledge will make a difference. Our associates know their work is vitally important; we strive to ensure we provide perfect service with one-on-one member interactions as a coach, personal nurse, or clinical advisor. Humanas Perfect Service means getting the basics done right, delivering value and quality, providing guidance on needs, and being engaged with our members. We want to help our members make the right choices to live life fully. We begin that process by connecting our members with an associate who cares.

 

Assignment Capsule

The Assistant Call Center Manager works directly with the Call Center Manager to meet and exceed the call centers goals.  The customer is first, in this customer- centric call center. This Assistant Call Center Manager will believe that no stone goes unturned in improving call efficiencies; quality control, customer service and ensuring levels of customer service are exceeded and just not met.  Strong experience in overseeing a Customer Care or Consumer Affairs department is desirable. Familiarity with contact center software such as KANA, or other contact software a plus

  • Reports directly to the Call Center Manager

  • Maintains constant communication of floor needs, wants, concerns and plans.

  • Forecasts Manpower planning based on inbound/outbound call volume

  • Extensive Experience working with Five9 is required

  • Weekend shifts will be required

  • Designs flow of call campaigns for ACD, manages campaigns and creates reports to

  • track against projected forecast 

  • Strong analytical skills and spreadsheet preparation and analysis in excel

  • Work with individuals on a daily basis to adjust department manpower to reach

  • optimum campaign targets by adjusting and utilizing manpower (call-outs, over-time,

  • PTO, TWOP (time without pay), etc.

  • Create and implement strategies to decrease errors in quality control and train for

  • future effectiveness

Key Competencies

  • Interpersonal Effectiveness: Understands oneself, effectively manages emotions, listens and communicates with respect, and builds trusting relationships.
  • Leads Positively: Leads by example to cultivate a climate of motivation, positive energy and meaning in work. Assesses, selects, recognizes, develops, and empowers diverse talent.
  • Accountability: Meets established expectations and takes responsibility for achieving results; encourages others to do the same.

Role Essentials
    • Two to Five years call or contact center experience in a leadership position
    • One year of operational experience in a call center
    • Ability to provide effective leadership to a large team
    • Ability to train and mentor individuals and/or a group
    • Ability to interact at a high level with clients and internal leadership
    • Ability to manage and provide feedback to all types of individuals
    • Ability to adapt to an ever-changing environment
    • Ability to create training documents
    • Strong verbal and written communication
Role Desirables
    • Bachelors Degree preferred.

Additional Information

 

At Humana, we know your well-being is important to you, and its important to us too. Thats why were committed to making resources available to you that will enable you to become happier, healthier, and more productive in all areas of your life. If you share our passion for helping people, we likely have the right place for you at Humana.

 

After applying, we encourage you to join our Talent Network as well, so you can stay informed and up to date on whats happening around our organization in the changing world of healthcare.

 
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