Supervisor, Call Center Operations

This position is performed onsite

Hours: Sunday - Thursday 3-11pm

Vaccination required

Under the general direction of the Operations Manager; the second Shift Supervisor works with new and existing call center agents in this critical role. The supervisor on this shift is hands on and is responsible for scheduling, uptraining and optimization of the staff. We’re seeking a Supervisor who has outstanding communication skills, is able to understand and explain procedures to their team and customers, and is customer-service focused to lead a team. Support Coordinators.

If you thrive as a leader and are interested in growing your career in the health services industry, then this is the organization for you. We're looking forward to meeting you!

Essential Duties and Responsibilities:

Supervise the work of customer service representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed

Interview and recommend hiring and promotion of contact center staff.

Develop work schedules and assign duties to direct report personnel to ensure efficiency

Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources

Discuss job performance concerns with employees to identify causes and issues and work closely with the Manager on resolving problems

Supervise center in abscence of operations leadership.

Develops tools such as, testing, to determine comprehension of training curriculum.

Maintains confidentiality of all patient information in accordance with HIPAA Privacy Rules and protected health information (PHI) policies.

Ability to multi-task

Qualifications:

Associates Degree or equivalent direct experience

MUST HAVE 5 YEARS CALL CENTER SUPERVISORY EXPERIENCE

Healthcare job experience focusing on patient care or medical office (Desired)

Experience working in a call center.

Training and supervisory experinece required.

Excellent interpersonal skills.

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