Call Center Manager – Medical Outbound Account

Job Posting: Call Center Manager – Medical Outbound Account

Position Overview:
We are seeking a dynamic and experienced Call Center Manager to oversee our medical outbound account. The ideal candidate will be an expert in Vicidial and possess a deep understanding of call algorithm blocking, spam tagging, and effective circumvention strategies. The idal candidate will be responsible for ensuring that each agent meets hourly targets (4-hour, 8-hour, weekly, and monthly quotas), while maintaining high-quality standards and adherence to outbound campaign management protocols. The successful candidate will also excel in workforce management and be committed to working the night shift from 10 PM to 6 AM EST, Monday to Friday.

IMPORTANT: Utilize expertise in Vicidial to understand call algorithm blocking, spam tagging, and implement effective circumvention strategies.
***If you don’t have this experience, do not submit application. Let’s save each other’s time.

Responsibilities:
Manage and optimize outbound call campaigns to achieve maximum productivity and results.
Monitor and analyze call center metrics to identify areas for improvement and implement strategies to enhance performance.
Ensure that each agent meets hourly, 4-hour, 8-hour, weekly, and monthly quotas through effective coaching, training, and performance management.
Implement workforce management strategies to optimize staffing levels and ensure efficient operation of the call center during night shifts.
Collaborate with the management to ensure seamless coordination and execution of outbound campaigns.
Foster a positive and motivating work environment that promotes employee engagement and retention.
Stay updated on industry trends and best practices in outbound campaign management and call center operations.

Requirements:
Proven experience as a Call Center Manager or similar role, preferably in a medical outbound account.
Expertise in Vicidial and a deep understanding of call algorithm blocking, spam tagging, and circumvention strategies.
Ability to interpret and analyze reporting data in Vicidial to drive performance improvements.
Strong leadership and coaching skills with a track record of effectively managing and motivating teams to achieve targets.
Excellent communication and interpersonal skills.
Flexibility to work the night shift from 10 PM to 6 AM EST.
Experience in outbound campaign management and workforce management.
Knowledge of medical terminology and regulatory compliance is a plus.

How to Apply:
If you meet the requirements and are ready to take on this exciting opportunity, please submit your resume along with a cover letter detailing your relevant experience and why you would be a great fit for this role. We look forward to reviewing your application!