What are the responsibilities and job description for the Call Center Supervisor I position at MSI?
Work where every moment matters!
Vaccination Required
Onsite
Contract to Hire
SUNDAY-THURSDAY Sunday - Thursday 3pm -11pm
If you are an experienced call center supervisor / team lead we would like to hear from you!
Every year over 3.5 million patients visit the Longwood Medical Area in Boston home of world renowned medical facilities and Harvard affiliated medical institutions. Our associates and colleagues come to work with one thing in common: Commitment to caring and quality in what we do, knowing every moment matters here. We invite you to become part of our team.
We are a company that provides services to hospitals, community health centers and medical practices.
A considerable amount of our patient transactions are conducted over the phone and in most cases our operators are the first line of contact to the hospitals we answer for. This is a front-line, position requiring an individual that is customer-service oriented with a businesslike and positive demeanor.
The Customer Service Call Operator answers all calls 24x7 for the main published phone numbers for our hospitals and over 300 medical practices in the U.S.
When applying please send a cover letter indicating what shift you are interested in. Please note schedules may slightly vary from those below:
Duties:
Responsible for assisting supervising the 2nd shift as part of a 24-hour / 7-days-a-week / 365-days-a-year operations and activities of the Operations Center to meet the department’s customer service and patient satisfaction standards. This position has accountability for the second shift ensuring staff are trained and scheduled to effect optimal results and meet service targets.
All employees are required to be fully vaccinated for COVID-19
MUST HAVE SOME HEALTHCARE EXPERIENCE
Responsibilities:
Assist supervising call center representatives
Provide new hire account and customer care training
Facilitates and documents performance feedback through side-by-side coaching, performance reviews, goal setting, and improving workflows and processes as needed
Handles escalated customer service issue
Monitor the productivity of the team in order to effectively deliver service while maintaining effective fiscal balance cost per call
Assist in scheduling
On-call every 4 weeks
Qualifications:
Associates degree in related area and / or equivalent combination of experience is required.
4 years of Call Center management experience or related supervisorial experience is required.
Call queue management experience desired
Training experience required
Strong written, verbal, and interpersonal communications skills to simplify complex information, instructions, and guidelines in a clear, concise manner
Strong analytical and critical thinking skills, with the ability to quickly analyze problems, determine appropriate level of intervention, and develop and apply effective solutions
Organizational skills to effectively supervise and schedule staff
Competent at representing department at Leadership and Departmental meetings
Job Type: Full-time
Pay: $24.00 - $30.00 per hour
Schedule:
- 8 hour shift
- On call
- Weekends as needed
Ability to commute/relocate:
- Brookline, MA: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Microsoft Office: 3 years (Required)
- Call center: 5 years (Required)
- training: 2 years (Required)
- supervisory: 3 years (Required)
- healthcare: 1 year (Required)
Work Location: In person
Salary : $24 - $30
