Call Center Manager

Sixteenth Street Community Health Centers
United States, Wisconsin, Milwaukee
1337 South Cesar E Chavez Drive (Show on map)
Oct 07, 2025
We are seeking a full-time Contact Center Manager who is self-motivated, energetic, and a take charge individual. You will lend your expertise to a team of 20 that support the organization with their high level of service. Job Responsibilities: Role model, teach and maintain the highest standards of customer service. Provide strong and professional leadership. Interview, hire, onboard and train contact center personnel. Coach call center staff through challenging customer service issues. Collect, compile, and analyze departmental dashboard reports. Identify trends and areas for improvement and implement improvement plan. Evaluate staff effectiveness and performance frequently. Write and deliver written performance reviews. Lead effective team meetings and deliver service presentations as needed. Develop monthly, quarterly, and annual call center goals and action plans. Prepare work schedules to ensure efficient coverage. Create personnel and supply budgets for approval. Assist/Advocate for patients with complaints/concerns. Manage and optimize registration process towards revenue cycle goals. Attend/participate in specialty teams and department meetings as needed. Qualifications: Management Degree preferred, will consider highly experienced High School graduate. Strong management work history with demonstrated ability to train, supervisor and motivate staff. Excellent analytical/data reporting skills. Experience with software applications, EPIC and/or Cisco experience preferred. Excellent communication skills. Ability to relate well to people from diverse ethnic and cultural backgrounds.