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Call Center Manager
New Haven County, CT
Call Center Manager
Our long standing healthcare client is seeking a Call Center Manager to manage a team of healthcare professionals in an in-bound call center stetting. This is a newly created position and therefore you will be “ getting in” at the right time to help develop all aspects of the role and department.
You will be responsible for managing a team and their schedules to support call volume. You will provide them with training and mentoring so the representatives can excel at their jobs and achieve their goals on time. Through metrics, identify areas of improvement and re-direct when necessary with continuous process improvement in mind. Perform policy and procedure assessment and development.
Oversight of the day to day operations of your staff which includes:
- overall team effectiveness
- professional development (coaching and mentoring)
- team training and motivation
The position offers a very competitive salary and robust benefit package.
Bachelor’ s degree or an equivalent combination of education and experience.
5 years of experience supervising and/or managing a team in a call center setting
Strong analytical skills
Experience developing policies and procedures
Proved track record in customer service
Strong business acumen
Above average communication skills with the ability to communicate with all levels of an organization
Erik Heller, CPC, CTS
Senior Vice President & COO
Erik J. Heller has over 20 years of experience in the Recruiting and Staffing industry and has been with J.Morrissey since 1994 holding various roles with increasing responsibility. He is nationally recognized as a Certified Personnel Consultant and Certified Temporary Specialist.
As the Chief Operating Officer and Senior Vice President, Erik is responsible for the operations of all J.Morrissey offices (Windsor CT, Shelton CT, Springfield MA) as well as running a successful Healthcare Practice. He has experience placing Healthcare professionals into a variety of environments including: hospitals, managed care organizations, physician practices, management service organizations, home care agencies, and long term care facilities. In addition, Erik has a comprehensive understanding of Healthcare Reimbursement, the Revenue Cycle, Case Management and Managed Care.
Erik is a founding member and Chairman of the American Staffing Association’s Connecticut Regional Council, formerly known as the Connecticut Staffing Association, and is a Past President of the Connecticut Association of Personnel Services. He served on the Board of Directors and Executive Committee from 1999 to 2012 holding various roles such as Treasurer, 1st and 2nd Vice President Chairs. Other association’s Erik has involvement in: the National Association of Personnel Services, American Staffing Association’s Healthcare Section, Quinnipiac University Alumni Association, the Connecticut Medical Group Management Association, the Connecticut Case Management Society, and is a former Board member for the SummerWind Performing Arts Center.
Erik attended Quinnipiac College where he received a Bachelor of Science Degree in Business Management with a concentration in Human Resources.