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

•                    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.

•                    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.

General Responsibilities

•                    Process inbound call center calls including escalated calls, as needed.

•                    Perform special projects and other duties as assigned.

Supervisory Responsibilities

•                    Help supervise a staff of approximately 20-30 employees/temps as needed. Act as a resource to call center staff while on-call.

•                    Recruit, recommend hiring, and train new employees/temps to maintain desired staffing levels.

•                    Manage, coach, discipline, and counsel employees. Ensure employee compliance with policies and procedures.

•                    Lead employees to accomplish desired performance results. Establish and communicate job expectations; monitor and appraise employee performance. 

Required Qualifications (unless otherwise noted)

•                    Associate degree in related field or equivalent work experience.

•                    Minimum of three years call center or customer service supervisory experience. 

•                    Familiarity with scheduling and service level management.

•                    Knowledge of call center operations and ACD call center technologies.

•                    Proficiency in Microsoft Office software applications, including Excel, Word, PowerPoint and Outlook.

•                    Excellent customer service and verbal and written communication skills with the ability to present clear, concise, and timely communications through multiple methods.

•                    Professional interpersonal style: ability to interact and work with a diverse range of people. 

•                    Ability to work both independently and as part of a team.

•                    Strong proactive organizational skills, including the ability to make decisions about how to prioritize and organize own work.

•                    Ability and willingness to proactively research and/or solve issues. Excellent analytical problem solving and conflict resolution skills.

•                    Ability to work on several different unrelated tasks at the same time. Ability to work under the pressure of tight deadlines.

•                    Exhibit a ‘can-do’ attitude and flexible work style approach. Patience and flexibility to meet demands of a constantly changing priorities.

•                    Ability to organize and prioritize tasks to completion in a fast-paced environment while ensuring a strong attention to detail.

•                    Ability to design, develop, organize, administer, and present a variety of customer service training programs.

•                    Ability and willingness to be on-call and work a flexible schedule, including nights, weekends, and holidays.

•                    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.

•                    Ability to work on several different unrelated tasks at the same time. Ability to work under the pressure of tight deadlines.

•                    Exhibit a ‘can-do’ attitude and flexible work style approach. Patience and flexibility to meet demands of a constantly changing priorities.

•                    Ability to organize and prioritize tasks to completion in a fast-paced environment while ensuring a strong attention to detail.

•                    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