Icon hamburger
What job do you want?
Apply to this job.
Think you're the perfect candidate?
Apply Now

You’re being taken to an external site to apply.

Enter your email below to receive job recommendations for similar positions.

Call Center Manager

Alluvion Staffing Parkdale Full-Time
Apply Now
Alluvion is currently hiring for a Call Center Manager for our client in Cincinnati, OH. The Customer Service Manager supervises a team of employees who provides expert service to providers, members and clients who have claims, benefit, and eligibility related questions.

RESPONSIBILITIES/DUTIES:  all of the duties listed below are essential job
functions for which reasonable accommodations will be made. All job requirements listed
indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the
job proficiently. This job description is not to be construed as an exhaustive statement of duties,
responsibilities or requirements. Employees may be required to perform any other job-related
instructions as requested by their supervisor, subject to reasonable accommodations.
• Work with Director to design a high-performing state of the art call center with top notch
first call resolution.
• Participate in the personnel process for call center staff, including, but not limited to
hiring, supervision, coaching, and evaluation of staff performance and identification of
staff training needs.
• Lead staff members in providing the highest quality service which include building group
morale and cohesiveness, managing group processes and achieving team goals.
• Lead Client Advocate Team that performs as a client intake function that is focused on
identifying client needs and resolution
• Improve processes and tools to allow Client Advocates to provide excellent service for
• Responsible for daily call center metrics reporting, including ASA, AHT, abandonment
rate, first call resolution, productivity results.
• Responsible for call center scheduling, forecasting, and workforce management.
• Accountable for ensuring that all service level agreements are successfully met or
exceeded with the clients as well as be accountable for those not related to customer
• Develop standard guidelines to measure success.
• Work hand in hand with account managers to meet client support objectives
• Monitor calls, including listening and joining.
• Perform quality checks and offering feedback
• Serve as an information resource to all members and callers as well as other employees
• Handle escalated calls
• Provide timely and constructive feedback to employees
• Special projects, as needed (testing, implementation of training programs)
• All other duties as assigned
• Regular and reliable attendance is a requirement of this position.
• Experience in the health insurance industry, specifically self-funded preferred
• 5 years of experience in a customer service, claims or billing environment.
• Call Center management experience is preferred.
• Demonstrated increasingly responsible professional experience.
• Currently meet and maintain quality standards
• Possess superior organizational skills and leadership qualities


Skills required

Customer Service
Assist Individual
Telephone Skills
Update Customer Information
Take Customer Order
Utilize Questioning Skill


Salary Estimator

Based on Job Title, Location and Skills
Below Avg. Average Above Avg.

Career Path

See the next step in your career
Call Center Manager
Estimated Salary: $64K
Apply to this job.
Think you're the perfect candidate?
Apply Now

Help us improve CareerBuilder by providing feedback about this job: Report this job

Report this Job

Once a job has been reported, we will investigate it further. If you require a response, submit your question or concern to our Trust and Site Security Team

Job ID: 19-00791


For your privacy and protection, when applying to a job online, never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction. Learn more.

By applying to a job using CareerBuilder you are agreeing to comply with and be subject to the CareerBuilder Terms and Conditions for use of our website. To use our website, you must agree with the Terms and Conditions and both meet and comply with their provisions.

Alluvion is full service recruiting and technology solutions firm with the ability to handle the needs of a small business or a Fortune 500 company. Ultimately, Clients choose Alluvion to staff their team, grow their business and achieve business results. Candidates choose Alluvion to enhance their career and develop their skills. Focusing on the needs of each Client and Candidate is vital to our success.

View the full profile