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    Call Center Manager - San Diego, United States - Insight Global

    Insight Global
    Insight Global San Diego, United States

    3 weeks ago

    Insight Global background
    Description


    One of Insight Global's clients, a 24/7, 365-day addiction treatment answering service, is hiring for a Call Center Manager in San Diego, CA.

    In this position you will place a crucial role in upgrading and growing the call center team.

    This is an exciting opportunity to work for a growing company and make an impact on your team and the lives of the clients they serve.


    Your main responsibilities will include:

    Workforce Management:

    Staffing and Scheduling:

    Oversee a team of 25 call center agents, including 3 team leads (QA Team Leads and Admission Team Leads).

    Optimize staffing levels to meet call volume demands.

    Create efficient schedules to ensure adequate coverage.


    Training and Development:
    Develop and enhance the training program:

    o Assess the current training modules

    o Identify areas for improvement and implement necessary changes.

    o Ensure that new hires receive comprehensive training.

    o Continuously update training materials to keep pace with industry trends.

    o Create a path for upward mobility in the team


    Quality Assurance:
    Set high standards for call quality:

    o Spearhead the shift from reactive to proactive quality monitoring.

    o Regularly review call recordings and provide feedback to agents.

    o Implement coaching sessions to improve performance.

    o Collaborate with team leads to address any quality gaps.

    HR and

    Contact Center Operations:

    Streamline administrative processes:
    o Manage paperwork related to HR functions (e. g., hiring, performance evaluations, leave requests).

    o Oversee technology processes (e. g., call center software, CRM tools).

    o Ensure compliance with company policies and legal requirements.


    We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day.

    We are an equal opportunity/affirmative action employer that believes everyone matters.

    Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

    If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to .

    com.

    To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:
    .

    Experienced managing call centers (specifically for smaller, growing companies)

    Familiar with various call center technologies - ability to provide suggestions on improvements

    Strong leadership, communication, and problem-solving skills.

    Experienced building and developing call center teams

    Ability to drive process improvements and foster a positive work environment.
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