Job Description :
Job Title: Call Center Manager Location: Tampa, FL Duration: Full time Job Description: Skills required: 1. Experience in managing call center Operations. 2. Experience of large team Management 3. Ability to build & motivate teams 4. Understanding of regulatory guidelines/ laws applicable in banking industry 5. Ability to manage Client escalations and Client relationships 6. General working knowledge of accounting, financial spreading and credit risk analysis 7. Healthcare Domain Call Centers is required 8. 10+ years of experience of leading and managing Healthcare Contact Centers Roles and Responsibilities: 1. Handle 2nd level escalations 2. Heading a team of agents and supervisors in customer driven environment 3. Ensure adherence to KPI and SLAs in service delivery 4. Ensure attritions targets are not breached 5. Actively participate in governance calls with the clients for effective process management 6. Manage operations through end to end planning, metrics review and root cause analysis 7. Manage Client relationship as part of operations delivery; 8. Drive change by successful implementation of process improvement recommendations 9. Review overall staff performance and recommend training needs 10. Liaise with HR, Facilities, Training, IT & Network teams to ensure seamless operations delivery