Call Center Manager

General Information
Location  120 William Penn Plaza
Durham, NC 27704
United States
Employee Type  Regular Full-Time
Job Category  Call Center Manager
Industry  Healthcare
Minimum Experience  2 Years
Maximum Experience  3 Years
Required Degree  High School
Manage Others  Yes
Contact Information
Name  Karen May
Email  Karen.May@emergeortho.com  

Position:         Call Center Manager (Full-time)

Location:        WPP-Durham

Hours:             M-F 8:00am to 5:00pm


General Job Duties


The Call Center Manager supervises a group of employees consisting of appointment/triage specialists, switchboard operator, template coordinator, referral department, and billing queue.  The manager assesses applications submitted by job candidates and conducts interviews for new hires.  The manager encourages, supports and directs staff, always striving toward success.  It is also the responsibility of the manager to recognize areas for improvement, paying close attention to excessive errors made by staff in order to redirect and make corrections.  The manager also addresses staff when disciplinary action is needed, as well as when praise is appropriate. The manager ensures all positions of the department are covered at all times, and reviews work flow for consistency and efficiency.  




High school diploma is required.  Two years of department experience and two to three years of team leadership/assistant experience is preferred.  An eligible candidate must demonstrate the ability to solve problems and make decisions promptly, have thorough knowledge of each position in the department; be able to perform each position’s duties, the ability to handle and complete multiple responsibilities and projects while maintaining department efficiency, be able to recognize practice-wide changes and to implement them by training all staff members accordingly and excellent written and verbal communication skills.