Call Center Manager in Albany, New York
Description
Company Overview:
For over 30 years, The IMA Group has been dedicated to enhancing the livelihood and productivity of individuals and organizations navigating challenging periods of health, work and disability while actively contributing to the development of new medical treatments and clinical advancements. At IMA, we are not just a company; we are a community committed to making a difference.
Position Overview:
We are seeking a highly skilled Call Center Manager to oversee our call center operations. The Call Center Manager will be responsible for managing a team of call center representatives, ensuring efficient call handling, implementing best practices, and maintaining high levels of customer satisfaction.
This is an on-site position in Albany with a salary range offered between $60,000 and $70,000 annually.
Responsibilities:
- Manage staffing, scheduling, and performance to optimize call center operations.
- Drive performance improvements through monitoring metrics and implementing strategies.
- Provide leadership, training, and coaching to call center representatives.
- Collaborate cross-functionally to enhance processes and customer experience.
- Implement quality assurance programs to ensure service excellence.
- Analyze data to identify efficiency opportunities and trends.
- Oversee technology utilization and develop motivational incentive plans.
Qualifications:
- Bachelor’s degree in healthcare administration, business administration, or a related field (preferred).
- Minimum 5 years of call center management experience.
- Proven track record of driving performance improvements.
- Strong leadership, communication, and analytical skills.
Benefits:
- Complete Health Coverage: Comprehensive Health, Dental, and Vision Insurance packages to ensure your well-being.
- Balanced Lifestyle: Generous paid time off, holidays, and a floating holiday to maintain a healthy work-life balance.
- Retirement: A 401k plan with employer matching for a secure financial future.
- Comprehensive Benefit Offerings: Benefits include LTD, STD, Flexible Spending Account, Voluntary Life, Voluntary ADD, and Company-paid Life Insurance and ADD coverage.
- Tuition Assistance and Student Loan Repayment Assistance: Benefit from IMA’s tax free tuition reimbursement and tax-free student loan repayment assistance program to fuel your ongoing educational journey and to help you pay for the degree you already have!
- Family Support: Paid maternity leave and paid parental leave reflecting our commitment to supporting families.
- No on Call Responsibilities: When you are home, you can leave work behind.
The IMA Group is an Affirmative Action/Equal Opportunity Employer
Our Government Services Division supports local, state, and federal agencies and delivers professional and objective medical and psychological examinations as well as ancillary services. Our Payer Services Division meets the evaluation and screening needs of Carriers, TPAs, Public Entities and Employers and includes behavioral health and physical medicine specialty services, working with a wide range of organizations within the workers' compensation, disability, liability, and auto markets. Our Clinical Research Division performs all types of Phase II-IV clinical trials in multiple therapeutic areas through a flexible nationwide network of site locations and virtual capabilities.