Call Center Manager in New York, NY

Overseeing the monitoring of Coordination of Benefits (COB) program for Medicare Prescription Drugs. This includes the telephone and written inquiry processes and other related communication activities to ensure proper handling and timely processing. Overseeing the departmental performance: analyzing performance statistics and activities and implementing changes for improvement. Performing daily, weekly and monthly operational reports. Responsible to administer the quality program and ensuring that the contractual number of audits is performed monthly. Monitoring performance to ensure the Corporate and CMS established standards (ex. ASA, Abandoned Rate, etc.) are attained. Analyzing performance statistics and making recommendations for improvement. Monitoring production and ensuring standards are maintained. Establishing and communicating plans to achieve departmental goals to staff. Managing daily activities of staff as directed. Developing and preparing outreach materials. Performing related projects as assigned. Bachelor?s degree in Business Management or equivalent experience. Minimum three years supervisory experience in a high volume customer service operation. Knowledge of Medicare and other health insurance policies and procedures preferred. Experience with call center reporting and monitoring tools, e.g. Siemens Phone systems and workforce management tools such as Calaberio. Demonstrated organizational, analytical and project management skills. Strong interpersonal, verbal and written communication skills. Familiarity with mainframe systems and PC?s. Proficient use of Microsoft Office Professional software, i.e. Excel, Word, Powerpoint, Project and Access preferred. Apply directly at: ?jobref=933935&referer=gad To Apply to this job go to http://www.GadBall.com or click here