• Call Center - Operations Manager

    Location US-NY-Long Island City
    Job ID 2019-1530
  • Overview

    At Connect America We Save Lives by Providing High-Quality Emergency Response Systems and Telehealth Services to Adults who Trust Us to Keep them Safe and Sound.


    Connect America is the largest independent provider of medical alarms in the Consumer segment and the fastest growing provider in the Healthcare segment.  We offer a broad range of at-home or on-the-go medical alarm and telehealth solutions to consumers, hospitals, home healthcare agencies, and healthcare professionals nationwide. 


    We listen to our customers to determine the safest solution for their needs. We treat all customers and team members ethically and respectfully, creating relationships built on trust.  We work as positive team members, developing customer solutions in a collaborative manner. We know that customers and team members are counting on us to contribute, we deliver what’s expected from us!


    Our Company is headquartered close to the City of Philadelphia, in Bala Cynwyd, PA.


    Connect America is seeking a full-time Call Center - Operations Manager in our Long Island City, NY office.


    The Call Center - Operations Manager is responsible for the management of the Customer Service team.  Works to develop strategic plans to achieve service levels, KPI’s, quality results and develop plans to continuously improve productivity.   You must have excellent communication skills to assist with coaching, monitoring and appraising.  The purpose of the Call Center - Operations Manager is to ensure team delivery of exceptional customer service by supporting both our external and internal customers.


    We are an Equal Opportunity Employer. Connect America participates in the E-Verify program in our hiring practices to achieve a lawful workforce. Connect America is a drug-free workplace.


    • End to End Client and Account Management
    • Determines Call Center operational strategies by conducting needs assessments, performance reviews, productivity, quality, and customer-service standards
    • Maintains and improves Call Center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans, process improvement and quality assurance programs
    • Responsible for client service delivery.
    • Manage scheduling and staffing across different shifts.
    • Customer complaint management
    • Accomplishes Call Center objectives like training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems;
    • Manage operator schedules and coverage; communicating job expectations; planning, monitoring, appraising, and enforcing policies and procedures.
    • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.


    • Must have strong Call Center knowledge with minimum 3 years experience managing a team size of minimum 50 associates
    • Must demonstrate excellent written and oral communication skills
    • Strong organizational skills, problem solving and decision-making skills required
    • Knowledge in MS office and workforce system
    • Individuals working in Healthcare system are better preferred
    • Keep job knowledge current by participating in educational opportunities, networking


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