Call Center Manager- Bilingual (English/Spanish)-REQUIRED

Are you looking to make a high impact with a premiere, fast-growing medical practice in South Florida?

Who We Are:

My Psychiatrist is a highly-respected psychiatric practice with locations throughout Broward, Dade and Palm Beach counties. We are one of the largest mental health groups in Florida, boasting 57 clinicians specializing in the treatment of a broad range of conditions. And we are growing – with plans to open more locations serving a broader geography and expanding availability to our high-demand services.

The Call Center Supervisor will be responsible for providing and contributing to the company’s mission, vision, and values, and will be responsible for the successful operation of the Call Center team and training. The main objective is to coach, mentor and develop the Call Center Agents, including performance management and process improvement.

What You Bring:

• High School and / or GED required. Bachelor’s Degree in Business preferred but not required

• 4+ years’ experience in Call Center or an outbound call center environment

• Must be fluent in English and Spanish

• Strong written and verbal skills to communicate with senior management and staff

• Highly detail-oriented with the ability to properly prioritize

• Self-motivated team player

What You’ll Do:

• Responsible for the hiring and training of call center agents so that they are prepared to assist and resolve patient questions and complaints.

• Ensure Call Center Representatives (CCR) understand and comply with all call center objectives, performance standards, and policies.

• Train new Call Center Representatives as required to meet quotas.

• Answer agent questions regarding best practices or how to handle difficult calls.

• Oversee and ensure conflict resolution between CCR and customers.

• Develop presentations and talks to motivate and educate call center agents (CCR).

• Identify operations issues and suggest possible improvements.

• Assist with overflow of calls and other Call Center duties.

• Provide coaching and assistance to call center agents on an ongoing basis to develop agents’ skills.

• Develop presentations and talks to motivate and educate call center agents (CCR).

• Perform other responsibilities and assignments as assigned

If you are a motivated, skilled with experience in the Healthcare Industry, we would love to make you part of the rapidly growing My Psychiatrist team.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Hollywood, FL 33024: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Do you have experience with training in a call center?

Experience:

• Call center management: 3 years (Required)

Work Location: One location