Call Center Supervisor
Call Center Supervisor
Position Summary
Be responsible for the overall supervision, training, quality assurance and optimization of a 24x7x365 medical call center’
s customer service operations and employees to meet service targets.
- Ensure that immediate and long-term needs are met, and that policies and procedures are adhered to uniformly and consistently.
- Monitor performance and analyze reports and data to facilitate staff development and schedule for optimal effectiveness.
- The supervisor will aid the management team in staffing decisions, determining call center goals, answer staff questions and provide guidance and feedback to team members.
- This position is considered essential and requires working during emergencies / inclement weather. This position is primarily performed onsite.
Essential Responsibilities
149; Supervise all aspects of the call center. Oversee the day-to-day activities of onsite and remote workforce with a key focus on scheduling and schedule adherence to meet stringent service level targets.
149; Instill and nurture teamwork and ensure employee engagement on a daily basis.
149; Assist with tracking and documenting quality performance at team and individual levels
149; Complete quality audits on calls, scoring call value, chart value, compliance to script / procedures, and soft skills.
149; Maintain confidentiality of communications and abide by HIPAA / HITECH guidelines.
149; Monitor payroll budget and audit timesheets.
149; Maintain accurate personnel records and documentation.
149; Create, implement, and manage incentive programs.
149; Train Customer Service Representatives (CCRs) on emergency procedures and codes, customer service, call control techniques, quality expectations, and performance standards.
149; Document all training processes and update training manuals to reflect procedure and protocol changes.
149; Maintain current and accurate monitoring statistics and performance metrics.
149; Advise other team members regarding CCR performance issues and training needs.
149; Create new accounts and design related scripting to improve call handling efficiencies and processing times.
149; Create, develop, and implement customer care and retention initiatives.
149; Review and approve employee schedules, which includes requested time off and ensure sufficient staffing levels through effective scheduling and reassignment of shifts if needed.
149; Conduct periodic meetings with CCRs to provide training on proper techniques, services, account changes and progress reports.
149; As needed, makes recommendations for termination based on employee’s performance and / or attendance.
149; Coordinate the review of employee performance statistical data and recommend staffing requirements.
149; Measure and evaluate employee response times and accuracy and report results to management.
149; Act as back-up call center manager as required.
149; Provide on-call after-hours coverage on a rotating basis; work off-hours during emergency situations, including inclement weather.
149; Maintain regular attendance.
General Responsibilities
149; Process inbound call center calls including escalated calls, as needed.
149; Perform special projects and other duties as assigned.
Supervisory Responsibilities
149; Help supervise a staff of approximately 20-30 employees / temps as needed. Act as a resource to call center staff while on-call.
149; Recruit, recommend hiring, and train new employees / temps to maintain desired staffing levels.
149; Manage, coach, discipline, and counsel employees. Ensure employee compliance with policies and procedures.
149; Lead employees to accomplish desired performance results. Establish and communicate job expectations; monitor and appraise employee performance.
Required Qualifications (unless otherwise noted)
149; Associate degree in related field or equivalent work experience.
149; Minimum of three years call center or customer service supervisory experience.
149; Familiarity with scheduling and service level management.
149; Knowledge of call center operations and ACD call center technologies.
149; Proficiency in Microsoft Office software applications, including Excel, Word, PowerPoint and Outlook.
149; Excellent customer service and verbal and written communication skills with the ability to present clear, concise, and timely communications through multiple methods.
149; Professional interpersonal style : ability to interact and work with a diverse range of people.
149; Ability to work both independently and as part of a team.
149; Strong proactive organizational skills, including the ability to make decisions about how to prioritize and organize own work.
149; Ability and willingness to proactively research and / or solve issues. Excellent analytical problem solving and conflict resolution skills.
149; Ability to work on several different unrelated tasks at the same time. Ability to work under the pressure of tight deadlines.
149; Exhibit a ‘can-do’ attitude and flexible work style approach. Patience and flexibility to meet demands of a constantly changing priorities.
149; Ability to organize and prioritize tasks to completion in a fast-paced environment while ensuring a strong attention to detail.
149; Ability to design, develop, organize, administer, and present a variety of customer service training programs.
149; Ability and willingness to be on-call and work a flexible schedule, including nights, weekends, and holidays.
149; Ability and willingness to handle issues and information with diplomacy and sensitivity while ensuring adherence to company policies and / or procedures.
Maintain confidentiality at every level.
149; Ability to work on several different unrelated tasks at the same time. Ability to work under the pressure of tight deadlines.
149; Exhibit a ‘can-do’ attitude and flexible work style approach. Patience and flexibility to meet demands of a constantly changing priorities.
149; Ability to organize and prioritize tasks to completion in a fast-paced environment while ensuring a strong attention to detail.
149; Ability and willingness to handle issues and information with diplomacy and sensitivity while ensuring adherence to company policies and / or procedures.
Maintain confidentiality at every level.
For an immediate interview, Apply today
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