Call Center Manager

Job ID 2023-5878

Operations Minneapolis, Minnesota


Description

About Us: Premier Disability Services, LLC®  is a full-service social security disability advocacy firm. We assist individuals in successfully obtaining their Social Security Disability benefits.
About the Role: The Intake Supervisor role reports directly to the VP of Operations. This position will be responsible for the daily supervision of Specialists in our call center. This position must be able to provide and demonstrate leadership skills. Be able to monitor, audit and evaluate employee performance. Contribute to the overall development of the team by implementing actionable plans to drive individual and team performance. 
This is a Full Time, Salary, Exempt position. Hours of operation are Monday through Friday 8:00 am - 6:00 pm
Responsibilities: 
  • Manage a team of Intake specialists who process inbound and outbound leads
  • Ensure the team is meeting attendance, personal conduct, and other company  standards
  • Ensure that the Intake specialists are following all established policy and procedures to process the intake. 
  • Monitor and evaluate employee workflow and client interactions. 
  • Ensuring that goals and performance standards are being met.
  • Document and address deviations from approved policy
  • Handle all escalated situations in regards to employees and/or clients
  • Be responsible for knowing department goals, and how to incorporate strategies to improve overall performance within the department
  • Provide a supportive and collaborative environment within the department and throughout the company 
  • Identify and address opportunities for improvement
Qualifications:
  • 2 years experience in a supervisory role in a telephonic or personal customer contact position preferred.
  • Knowledge and experience with call center metrics and reporting.
  • Experience in Social Security or with Medical Terminology desirable..
  • Excellent written and verbal communication skills; Ability to communicate professionally, effectively, and with empathy in potentially difficult circumstances.
  • Multitasking skills and detail-oriented focus required for a fast-paced environment.
  • Proficient working knowledge of Windows OS, Internet, and associated softwares; CRM Software experience a plus.
  • BILINGUAL - English/Spanish a plus.
About Internet Brands:
Headquartered in El Segundo, Calif., Internet Brands® is a fully integrated online media and software services organization focused on four high-value vertical categories: Health, Automotive, Legal, and Home/Travel. The company's award-winning consumer websites lead their categories and serve more than 250 million monthly visitors, while a full range of web presence offerings has established deep, long-term relationships with SMB and enterprise clients. Internet Brands' powerful, proprietary operating platform provides the flexibility and scalability to fuel the company's continued growth. Internet Brands is a portfolio company of KKR and Temasek. For more information, please visit www.internetbrands.com.
Internet Brands and its wholly-owned affiliates are an equal opportunity employer.