Dialer Manager

This position will have the operational responsibility to maintain the Davox system insuring optimal presentation of calls to support the goals and objectives of the COU customers. The Dialer Manager will work closely with the Executive Director and Clinical Team Leaders in developing and implementing action plans to improve connectivity based on monthly reports. The Dialer Manager will be responsible for identifying and reporting problems with Popworks and Davox.
This individual will provide the continuum of clinical and operational management in the absence of or in conjunction with the Clinical Team Leader. They will also have a high comfort level with technology as well as excellent interpersonal skills.
This will be a Supervisory, exempt position with the actual days/hours to be determined by business needs. This position may necessitate Saturday rotations.
Previous clinical experience and dialer experience as a MCC/MCM/CCM.
Exposure to call center operations, business rules and CIS. Exposure to and
understanding of the logic that drives information downloaded from health
plans into the CIS and downloads that create call tables into the dialer
environment.
Ability to focus on multi-tasks during the day while exhibiting ability to problem
solve and trouble shoot technical errors and operational processes.
Ability to be self-directed, proactive and willing to take direction from the
Executive Director and Clinical Team Leaders for additional responsibilities
necessary to maintain a world-class call center.
Effective oral and written communication skills
Excellent interpersonal skills
REQUIREMENTS
See job description