Manager of Call Center Operations

BAYADA is looking for our next Manager of Call Center Operations! This position is full time and requires weekend flexibility. Fully remote but this individual will need to be able to commute to our headquarters in Pennsauken, NJ.

The Manager, Call Center Operations oversees the day-to-day non-clinical operations of the Call Center, which operates after hours and on weekends, supporting the hospice and home health practices. Additionally, this role will work closely with leaders of both practices on adequate staffing, cost containment, training, and any changes to policy and/or regulation.
Qualifications:
• Exemplifies characteristics of The BAYADA Way: compassion, excellence and reliability.
• Four (4) year college degree.
• Experience in call center operations within healthcare required, hospice experience preferred.
• Ability to build, manage, and foster a team-oriented environment.
• Experience supervising employees at various levels.
• Ability to work independently, motivate and be self-motivated, flexible, versatile, and creative.
• Possess very strong problem-solving ability, conflict resolution skills, and be able to foster
• Must have the ability to write reports, business correspondence, and partner presentations and the ability to effectively present information and respond to questions from groups of employees, managers, directors, and partners.
• Must be available outside of BAYADA Home Health Care’s regular working hours as needed.
Manager, Call Center Operations Responsibilities:
• Collaborate with practice leadership to determine major focus areas and help to align resources to pursue short-term and long-term goals.
• Design and implement strategies to improve customer service, reduce costs, and gain efficiency.
• Manage operations within the budget provided.
• Evaluate operational metrics to determine whether processes, objectives, and tactics are achieving desired outcomes; adapt the plan as needed to improve outcomes.
• Collaborate with other departments to implement tools and training to ensure compliance with relevant regulations and company policies.
• Analyze customer feedback and escalate issues appropriately to leadership.
• Responsible for the development of well-qualified staff to support the department’s functions, including:
• Interviewing
• Hiring and training employees
• Planning, assigning, and directing work
• Appraising performance
• Rewarding and disciplining employees
• Addressing complaints and resolving problems
• Management of the program plan and delegation of project management responsibilities.
• Perform related duties, or as required or requested by supervisor

BAYADA believes that our employees are our greatest asset:
• BAYADA offers a comprehensive benefits plan that includes the following: Paid holidays, vacation and sick leave, vision, dental and medical health plans, employer paid life insurance, 401k with company match, direct deposit and employee assistance program
• To learn more about BAYADA Benefits, click here

As an accredited, regulated, certified, and licensed home health care provider, BAYADA complies with all state/local mandates.

BAYADA is celebrating 50 years of compassion, excellence, and reliability. Learn more about our 50th anniversary celebration and how you can join in here.

BAYADA Home Health Care, Inc., and its associated entities and joint venture partners, are Equal Opportunity Employers. All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, age, disability, pregnancy or maternity, sexual orientation, gender identity, citizenship status, military status, or any other similarly protected status in accordance with federal, state and local laws. Hence, we strongly encourage applications from people with these identities or who are members of other marginalized communities.