Call Center Manager Cover Letter

I am excited to be applying for the position of call center manager. Please accept this letter and the attached resume as my interest in this position.

In the previous role, I was responsible for input into BU requirements and takes action to implement BU and corporate requirements into the Formulation of standard operating procedures to support Quality Management System.

Please consider my experience and qualifications for this position:

• Management & Sales experience with excellent track record of revenue and profit growth
• Strong working knowledge of inbound and outbound call center operations, including metrics management, quality assurance, and customer satisfaction
• Basic understanding of financial reports and forecasting
• Keeps current with trends and developments in the call center and telesales regulatory environment
• Experience in coaching, counseling, and evaluating team members
• Knowledge of Call Center metrics and software
• Proficient using a Personal Computer (PC) to include Microsoft Word, Excel, and Outlook
• Experience with qualified Plan Administration

Please consider me for the call center manager opportunity. I am including my resume that lists my qualifications and experience.

In my previous role, I was responsible for timely, accurate reporting to upper management and contract representative as required; must be able to efficiently task operations center staff to satisfy all reporting requirements.

My experience is an excellent fit for the list of requirements in this job:

• Sense of urgency, takes initiative
• Attention to detail, takes pride in quality of work product
• Assertive and result-oriented
• Strong technical skills including experience with Microsoft Office products, web service tools, and proprietary account management systems
• Experience working with retirement accounts preferred
• Need to be able to manage large groups
• Proven success in managing strategic plans and attaining goals in a fast-paced, dynamic environment
• Expert in the delivery and monitoring of customer interactions

In response to your job posting for call center manager, I am including this letter and my resume for your review.

In the previous role, I was responsible for leadership and direction through developing and updating procedures, programs, determining appropriate standards and procedures, implementing best operations practices and process improvement, determining staffing requirements, and training opportunities.

Please consider my experience and qualifications for this position:

• Possess knowledge of physician practices, managed care, member services and health plans
• Excellent written, verbal listening and interpersonal communications skills to communicate effectively with individuals at all levels of the organization and community
• Can work independent and under pressure
• Able to use multi-line phone system and handle multiple tasks concurrently
• Knowledge of human resources/payroll processes and procedures helpful
• Proficiency in Microsoft Office Suite products, especially Excel
• Verbal fluency in Spanish preferred
• Experience in a healthcare or health promotion setting experience preferred

I submit this application to express my sincere interest in the call center manager position.

In the previous role, I was responsible for leadership and oversight of HRU Contact Center operations including: forecasting, staff planning, scheduling, quality performance monitoring, ongoing performance improvement processes, hiring/staffing counseling, and development of HR4U Contact Center staff.

Please consider my qualifications and experience:

• Skilled in the appropriate etiquette and demands of a call center environment and is familiar with the standard call handle metrics
• Experience working with Avaya, NICE, CMS Supervisor, SalesForce, preferred
• Experience with handling challenging telephone and customer service situations
• Strong presentation and coaching skills, and demonstrated training background preferred
• Strong knowledge of training design or instructional design methods (ADDIE or similar)
• Able to manage vendors and budgets
• Knowledge of call center technology, call monitoring, databases, QA systems preferred
• Highly responsive, customer service orientation

Please consider me for the call center manager opportunity. I am including my resume that lists my qualifications and experience.

Previously, I was responsible for oversight of call center claims submission/phone call inquires, serving as a resource when necessary to quickly bring questionable on-line claims issues, billing/coding matters to resolution to promote a productive workforce atmosphere and to ensure compliance to departmental policies and procedures and any regulatory requirements pertaining to call center activities.

I reviewed the requirements of the job opening and I believe my candidacy is an excellent fit for this position. Some of the key requirements that I have extensive experience with include:

• Experienced in leading, managing, and supporting customer service supervisors
• Will not support or partake in any inappropriate, unprofessional, or gossip like conversations at any time in the Care Connection Center or with Telecare team members
• Firm understanding of the Call Center ACD system, Call Center Work Force Management and IVR
• Working knowledge of healthcare and call center technology including ACD, IVR and resource management tools
• Knowledge of Medicaid managed care and the Children's Health Insurance Program (CHIP), knowledge of New York health care, social service, and geographic and demographic environments
• Skilled in working with culturally and linguistically diverse and disadvantaged populations
• See’s the invisible
• Sets standards and explains the “why”