Call Center Manager
Rocklin, CA Rocklin, CA Full-time Full-time $90,000 - $95,000 a year $90,000 - $95,000 a year 1 day ago 1 day ago 1 day ago Established in 2018, Luna has swiftly emerged as the nation's leading and fastest-growing physical therapy company.
Our extensive and continuously expanding network of physical therapists harness Luna's cutting-edge technology everyday to deliver personalized at-home care.
This innovative approach has consistently demonstrated improved convenience, accessibility, safety, and adherence for patients.
Luna takes pride in partnering with esteemed healthcare providers such as Emory Health, Scripps Health, UCLA Health, and Intermountain Healthcare, solidifying our commitment to exceptional healthcare delivery.
As a Call Center Manager (or Manager of Concierge as we call it here in the Lunaverse), you will have a unique and immediate impact in a well-funded startup environment in healthcare tech.
The Manager of Concierge is an impactful opportunity to be a part of a hypergrowing organization that has changed the rehab industry.
This role will have a direct influence over a culture of exceptional customer service by continually exceeding our patient and therapist expectations.
What you will do:
Hiring / Termination:
Manage the hiring and termination processes, ensuring compliance with company policies and legal requirements.
2nd Level Interviews:
Conduct second-level interviews to assess candidate suitability and make informed hiring decisions.
2nd Level Patient Escalations:
Handle patient escalations that have been escalated beyond the supervisor level, resolving issues effectively and providing exceptional customer service.
Daily / Weekly Staffing Planning and Oversight:
Develop staffing plans to ensure adequate coverage for call center operations, taking into account varying demand patterns.
Monitor staffing levels and make adjustments as necessary.
Administer Agent Level Performance Reviews:
Collaborate with supervisors to evaluate agent performance, provide constructive feedback, and set goals for improvement.
Cross Team Collaboration and Process Development:
Work collaboratively with other teams to streamline processes, identify areas for improvement, and implement innovative solutions.
Reporting:
Prepare and distribute weekly newsletters to keep the team informed of important updates.
Generate monthly reports on call center performance, onboarding/development initiatives, and downgrade reconversion efforts.
Monitor Call Center Daily Performance:
Keep a close eye on call center performance metrics, identifying trends and areas for improvement.
Take proactive measures to address any issues and ensure optimal performance.
Sets Agent Targets/Goals:
Establish performance targets and goals for agents to drive productivity and achieve service level objectives.
Monitor and achieve Care Activation goals:
Review Care Activation and contributing factors to ensure team performance to weekly, monthly and quarterly targets.
Take proactive measures to address any issues and ensure optimal performance.
Supervisory:
Oversees a team of supervisors who support agents in patient onboarding, enrollment, success and development You will be a strong fit if you have:
Experience:
Minimum of 3-5 years of experience in a managerial role, preferably within a call center or customer service environment.
Experience in healthcare or a related industry is a plus.
Leadership Skills:
Strong leadership and management skills with the ability to effectively lead and inspire a team.
Experience in coaching and developing employees to achieve performance goals.
Communication:
Excellent verbal and written communication skills.
Ability to communicate effectively with team members, stakeholders, and clients.
Active listening skills and the ability to empathize with customers and address their concerns.
Problem-Solving:
Exceptional problem-solving abilities with a focus on finding creative and practical solutions.
Ability to handle escalated customer issues and provide effective resolutions while maintaining a positive customer experience.
Analytical Skills:
Proficiency in data analysis and reporting.
Ability to interpret and analyze call center performance metrics, identify trends, and make data-driven decisions.
Experience with workforce management tools and methodologies is desirable.
Team Collaboration:
Strong collaboration and interpersonal skills.
Ability to work effectively with cross-functional teams, build relationships, and foster a cooperative work environment.
Experience in process improvement and development is an asset.
Organizational Skills:
Highly organized with excellent attention to detail.
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
Experience in staffing planning and resource allocation is advantageous.
Flexibility:
Adaptability and flexibility to handle changing priorities and work in a dynamic environment.
Ability to step in as a backup for the Director when required.
Customer Focus:
Demonstrated commitment to providing exceptional customer service.
Ability to understand customer needs, anticipate potential issues, and proactively address them.
Education:
A bachelor's degree in a relevant field is preferred, but equivalent work experience will also be considered.
Luna can offer you:
401(k) Dental insurance Vision insurance Health insurance Health savings account UNLIMITED paid time off A fun and collaborative work environment Physical therapy, delivered.
www.
getluna.
com #LUNACORP1 Company Values Care Exceptionally The success of our patients, therapists, physicians, and team members is critical.
Be Incredibly Relentless Changing healthcare is hard.
It takes daily refocusing to advance our cause.
Be ambitious and think big.
Make an Impact Take ownership.
Act with commitment and dedication.
Work smart.
Be self-directing and decisive.
Speed matters.
Use data when possible but trust your instincts.
Get stuff done.
The details matter.
Become 1% Better, Every Day Constantly seeks opportunities to improve.
Practice blameless problem-solving.
Have a growth mindset.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
Our extensive and continuously expanding network of physical therapists harness Luna's cutting-edge technology everyday to deliver personalized at-home care.
This innovative approach has consistently demonstrated improved convenience, accessibility, safety, and adherence for patients.
Luna takes pride in partnering with esteemed healthcare providers such as Emory Health, Scripps Health, UCLA Health, and Intermountain Healthcare, solidifying our commitment to exceptional healthcare delivery.
As a Call Center Manager (or Manager of Concierge as we call it here in the Lunaverse), you will have a unique and immediate impact in a well-funded startup environment in healthcare tech.
The Manager of Concierge is an impactful opportunity to be a part of a hypergrowing organization that has changed the rehab industry.
This role will have a direct influence over a culture of exceptional customer service by continually exceeding our patient and therapist expectations.
What you will do:
Hiring / Termination:
Manage the hiring and termination processes, ensuring compliance with company policies and legal requirements.
2nd Level Interviews:
Conduct second-level interviews to assess candidate suitability and make informed hiring decisions.
2nd Level Patient Escalations:
Handle patient escalations that have been escalated beyond the supervisor level, resolving issues effectively and providing exceptional customer service.
Daily / Weekly Staffing Planning and Oversight:
Develop staffing plans to ensure adequate coverage for call center operations, taking into account varying demand patterns.
Monitor staffing levels and make adjustments as necessary.
Administer Agent Level Performance Reviews:
Collaborate with supervisors to evaluate agent performance, provide constructive feedback, and set goals for improvement.
Cross Team Collaboration and Process Development:
Work collaboratively with other teams to streamline processes, identify areas for improvement, and implement innovative solutions.
Reporting:
Prepare and distribute weekly newsletters to keep the team informed of important updates.
Generate monthly reports on call center performance, onboarding/development initiatives, and downgrade reconversion efforts.
Monitor Call Center Daily Performance:
Keep a close eye on call center performance metrics, identifying trends and areas for improvement.
Take proactive measures to address any issues and ensure optimal performance.
Sets Agent Targets/Goals:
Establish performance targets and goals for agents to drive productivity and achieve service level objectives.
Monitor and achieve Care Activation goals:
Review Care Activation and contributing factors to ensure team performance to weekly, monthly and quarterly targets.
Take proactive measures to address any issues and ensure optimal performance.
Supervisory:
Oversees a team of supervisors who support agents in patient onboarding, enrollment, success and development You will be a strong fit if you have:
Experience:
Minimum of 3-5 years of experience in a managerial role, preferably within a call center or customer service environment.
Experience in healthcare or a related industry is a plus.
Leadership Skills:
Strong leadership and management skills with the ability to effectively lead and inspire a team.
Experience in coaching and developing employees to achieve performance goals.
Communication:
Excellent verbal and written communication skills.
Ability to communicate effectively with team members, stakeholders, and clients.
Active listening skills and the ability to empathize with customers and address their concerns.
Problem-Solving:
Exceptional problem-solving abilities with a focus on finding creative and practical solutions.
Ability to handle escalated customer issues and provide effective resolutions while maintaining a positive customer experience.
Analytical Skills:
Proficiency in data analysis and reporting.
Ability to interpret and analyze call center performance metrics, identify trends, and make data-driven decisions.
Experience with workforce management tools and methodologies is desirable.
Team Collaboration:
Strong collaboration and interpersonal skills.
Ability to work effectively with cross-functional teams, build relationships, and foster a cooperative work environment.
Experience in process improvement and development is an asset.
Organizational Skills:
Highly organized with excellent attention to detail.
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
Experience in staffing planning and resource allocation is advantageous.
Flexibility:
Adaptability and flexibility to handle changing priorities and work in a dynamic environment.
Ability to step in as a backup for the Director when required.
Customer Focus:
Demonstrated commitment to providing exceptional customer service.
Ability to understand customer needs, anticipate potential issues, and proactively address them.
Education:
A bachelor's degree in a relevant field is preferred, but equivalent work experience will also be considered.
Luna can offer you:
401(k) Dental insurance Vision insurance Health insurance Health savings account UNLIMITED paid time off A fun and collaborative work environment Physical therapy, delivered.
www.
getluna.
com #LUNACORP1 Company Values Care Exceptionally The success of our patients, therapists, physicians, and team members is critical.
Be Incredibly Relentless Changing healthcare is hard.
It takes daily refocusing to advance our cause.
Be ambitious and think big.
Make an Impact Take ownership.
Act with commitment and dedication.
Work smart.
Be self-directing and decisive.
Speed matters.
Use data when possible but trust your instincts.
Get stuff done.
The details matter.
Become 1% Better, Every Day Constantly seeks opportunities to improve.
Practice blameless problem-solving.
Have a growth mindset.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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