Responsible for the day-to-day operations and management of the Intake team across a multi-state, virtual EAP business
Manage and direct all aspects of inbound and outbound call center operations
People management, report generation, and data analytics
Develop and monitor quotas for service volume, timeliness of customer response, and accuracy in meeting client requests
Ensure that customer service targets are met
Maintain and secure all written and electronic clinical records both on and offsite
Create and promote a high-performance culture of service, innovation, and results
Manage team performance and development through the various talent management processes
Establish and maintain a diverse talent pipeline
Conduct needs assessments, performance reviews, capacity planning, and cost/benefit analysis for client service operational strategies
Monitor system performance, identifying and resolving problems, and completing action plans

Bachelor’s Degree in Business, Operations Management, Communications, or related field
Minimum of 5 years of Call Center experience
Minimum of 2 years of experience in managing or training staff
Experience in delivering client focused solutions
Demonstrated ability to communicate, present, and influence effectively at all levels of the organization
Proven ability to handle varying responsibilities at one time with attention to detail
Intermediate knowledge of Microsoft Office Suite
Advanced conflict resolution skills required
Experience with Call Center software and Database systems
Ability to travel up to 20% of the time

Immediate medical (Blue Cross/Blue Shield), dental, and vision insurance is available
We offer desirable work schedules and a generous amount of Paid Time Off
We have a 401(k) retirement program with a company match
Employee Assistance Program (EAP) benefits are available to you and your family

Intake Manager

Key skills