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