Call Center Leader          

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

•                    Assist in supervising 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.

•                    Instill and nurture teamwork and ensure employee engagement on a daily basis.

•                    Assist with tracking and documenting quality performance at team and individual levels

•                    Complete quality audits on calls, scoring call value, chart value, compliance to script/procedures, and soft skills.

•                    Maintain confidentiality of communications and abide by HIPAA/HITECH guidelines.

•                    Monitor payroll budget and audit timesheets.

•                    Maintain accurate personnel records and documentation.

•                    Create, implement, and manage incentive programs.

•                    Train Customer Service Representatives (CCRs) on emergency procedures and codes, customer service, call control techniques, quality expectations, and performance standards.

•                    Document all training processes and update training manuals to reflect procedure and protocol changes.

•                    Maintain current and accurate monitoring statistics and performance metrics.

•                    Advise other team members regarding CCR performance issues and training needs.

•                    Create new accounts and design related scripting to improve call handling efficiencies and processing times.

•                    Create, develop, and implement customer care and retention initiatives.

•                    Review and approve employee schedules, which includes requested time off and ensure sufficient staffing levels through effective scheduling and reassignment of shifts if needed.

•                    Conduct periodic meetings with CCRs to provide training on proper techniques, services, account changes and progress reports.

•                    As needed, makes recommendations for termination based on employee’s performance and/or attendance.

•                    Coordinate the review of employee performance statistical data and recommend staffing requirements.

•                    Measure and evaluate employee response times and accuracy and report results to management.

•                    Act as back-up call center manager as required.

•                    Provide on-call after-hours coverage on a rotating basis; work off-hours during emergency situations, including inclement weather.

•                    Maintain regular attendance.