Account Manager

Location: Akron, OH

Department: LHO

Type: Full Time

Min. Experience: Manager/Supervisor


Direct Reports: Account Manager

Direct Reports: Customer Service Representatives

Indirect Reports: none

Reports to: VP or Director Level


  • Supervisory experience within a call center environment
  • Healthcare customer service experience
  • Knowledge of HIPAA/PHI information and security
  • Working knowledge of Microsoft Excel
  • Excellent written and interpersonal communication skills



  • Manage team of 10 - 20 Customer Service Representatives
  • Ensure that all assigned CSRs are adhering to their job responsibilities, which includes but is not limited to:
    • Key Performance Indicator (KPI) Goals and improvement
      • Document, track, and assess coaching progress and improvement
    • Employee development
      • Drive agent self-sufficiency and resource utilization
    • Day to day tasks
      • Assist with floor support, main gate, escalations when necessary
    • Attitude & professionalism
    • Employee schedule adherence
  • Manage, analyze, interpret, and apply resource and reporting tool information as it applies to agent performance and productivity
  • Responsible for ensuring all related departments have up to date and accurate information based on trends and needs
    • Recruiting, Quality, Training, Reporting and Analytics, Management staff and Client contacts/partners
  • Ensure call center cleanliness and that employees are displaying company badges at all times
  • Performance measurement will be largely based on, however not limited to:
    • KPI performance and improvement
    • Productivity
    • Call center morale
    • Attrition
    • Employee schedule adherence
  • Maintain real time open lines of communication and working relationships with Client & Company to ensure call floor is running properly and efficiently
  • Participate and interact daily with Client on conference calls, live meetings, and email correspondence
  • Maintain enforcement of all company and client policies and procedures


  • Meet Company/Client Performance goals on Account
    • Net Promoter Score, Customer Satisfaction, Quality Assurance, Average Handle Time, First Call Resolution, Customer Escalations, Lost Labor, Attrition, Productivity, Service Level.
  • Create and maintain positive performance driven atmosphere
  • Identify & develop potential successors for your position
  • Create and consistently achieve Long & Short Term goals.


It is understood the preceding is not a fully inclusive listing of duties as all duties and responsibilities are subject to change at any time.


This position will be responsible for ensuring effective supervision and training is in place within the specific project of responsibility. The holder of this position will be the main point of contact for all daily communication with the client.


  • This position will scheduled Monday thru Friday 7:30am – 4:30pm, however, business needs may require additional hours including nights and weekends.
    • 45 (including break and lunch) hours per week is the MINIMUM expected time worked WITHIN the Call Center building
    • MINIMUM days worked within the Call Center is 5 days per week unless approved days off
    • Some travel may be required on rare occasions
    • A requirement of this position is to be on call 24/7 and he/she is expected to answer his/her phone at all times in the event of an emergency or if guidance is needed by a subordinate


  • Commensurate with experience


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