Production Supervisor, Call Center

Job Description

Job Description

Key Responsibilities :

• Coordinate and supervise department work assignments and staffing levels.
• Teach / coach / train agents on providing superior customer service to our patients.
• Ensure agent metric goals of Ready%, Hold time, Wrap-up time, etc are met.
• Conduct scheduled staff meetings and other activities. This would include both onshore and offshore team members.
• Participate in client meetings, as needed, for discussion on processes and billing issues.
• Conduct monthly quality audits on domestic and offshore staff to ensure all team members are following the client SOPs and meeting quality targets.
• Supervise staff in company policies and processes by coaching, counseling, disciplining employees, and appraising job contributions.
• Review employee timesheets and monitor overtime.
• Recommend and coordinate process improvement initiatives based on results of process analysis.
• Ensure staff members are kept up to date on policy changes and procedure updates related to the company and the client billing policies. Communicate SOP (Standard Operating Procedure) updates to the management team.
• Develop staff in resolving complex billing issues and other questions.
• Conduct employee performance reviews for the staff.
• Accomplish call center departmental objectives by meeting expectations / goals.
• Monitor and serve on committees and teams as department representative.
• Assist department manager(s) in planning and organizing tasks and resources in a manner which results in achievement of strategic goals and objectives.
• This position is hybrid at management discretion. Occasional in-person meetings will be required.
• Represent the department in the absence of the Manager.
• Other duties as assigned

Education / Experience :