Call Center Supervisor

Description

Job Summary: The Call Center Supervisor is responsible for implementing strategies and operations for departments responsible for all interactions in the Call Center. You will ensure system and process functionality and productivity. In addition, you will supervise the Call Center and work closely with other departments in the company to ensure that daily, weekly and monthly metrics are met.

Requirements

Job Duties and Responsibilities:

• Evaluate clinic schedules and develop staffing schedules that align with patient and call volume
• Manage coverage and staff assignments due to absences and callouts
• Implement and evaluate procedures to meet objectives for Call Center day-to-day activities as set by the Manager with the goal of quality assurance and positive customer experience
• Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
• Perform performance audits to determine staff skill levels and implement corrective action when necessary
• Monitor and improve ordering, telephone handling and other procedures
• Assist with with hiring, termination and disciplinary needs
• Develop training programs for personnel to maintain high customer service standards
• Develop Quality Assurance programs and means in which to evaluate performance with key metrics (accuracy, call-waiting time, patient satisfaction, etc.)
• Travel to clinic locations when necessary to provide support to operations and staff
• Audit documents related to patient services in the call center and documents that patients interact with
• Prepare reports for different departments or upper management
• Other duties as assigned
  
  

Qualifications And Experience

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are reflective of the knowledge, skill, and/or ability required.

• Proven experience as call center supervisor or similar position
• Experience in customer service is required
• Knowledge of performance evaluation and customer service metrics
• Proficient in MS Office and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Positive and patient
• High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
  
  

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Individual will be required to:

• Sit for long periods at a time.
• Use hands and fingers in repetitive motions, daily.
• Ability to lift, push, pull up to 20 lbs. periodically.
• Travel to clinic locations or sites as needed.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.