Contact Center Operations Supervisor

Description

Shifts may range from 5am to 10pm

The Operations Supervisor will lead a team of on-site and/or W@H Tier 1 and Sr. Analysts in the daily operations in an IT Healthcare Call Center Environment. They are responsible for coordinating the daily, tactical activities of their team for the purpose of meeting client Service Level Agreements (SLA). The Operations Supervisor proactively seeks ways to improve team performance by appropriately managing resources for the purpose of providing an outstanding service experience, with efficient and accurate resolutions. The Operations Supervisor is expected to coach, motivate, and inspire their team of analysts to achieve and exceed performance results. The Operations Supervisor must demonstrate strong interpersonal skills, time management and multi-tasking skills. Supervisors strive to develop the individuals of their team to reach personal career and organizational goals. Operations Supervisors are responsible for building effective working relationships, making sound decisions, initiating action, and achieving results.

Requirements

• Interact with clients daily POC on issues/ complaints.
• Responsible to know all client environments to assist with escalations and must be prepared and knowledgeable to assist in take calls when needed.
• Responsible for overseeing and managing MI’s process and analyst compliance and to follow process (banners, client alerts).
• Participate in the Unity ITAOC on-call expectation and process.
• Report any operational issues such as high volume, client outages, staffing call-outs to manager, and Unity VP Operations.
• Perform monthly 1:1 with each agent and document in Paylocity.
• Provide input to managers for MBR and QBR and Provide inputs to managers on SOW changes, issues, etc.
• Manage and correct call-outs with agents. Enter call-outs in PureCloud. Manage agent PTO schedules /requests. Enter PTO in PureCloud.
• May be required to use personal, independent judgment and discretion in matters directly impacting agents’ employment status.
• Manage agent daily schedule adherence using PureCloud dashboard.
• Manage agent queue adherence and “Busy” time and exceptions in PureCloud.
• Reviews, approves, and maintains Paylocity time entry and leave requests for team members.
• Manage agent queue adherence and “Busy” time and exceptions in PureCloud.
• Provide input to managers for MBR and QBR and Provide inputs to managers on SOW changes, issues, etc.
• Manage New Agent Training Hours and Annual Agent Training Hours
• Responsible to know environment to assist with escalations.
• Engage in Agent Job Satisfaction, career growth, professional behaviors.
• Understand agent scheduling, collaborate with WFM regarding schedule changes and requirements.
• Enforce and manage schedules on a daily basis, to ensure schedule adherence.
• Regularly communicate with analysts to understand needs and what inspires them and how you can assist them to drive team performance.
• Monitor employee behaviors including but not limited to schedule adherence, attendance, call conduct, overtime use.
• Write and deliver employee corrective actions in partnership with human resources.
• Provide meaningful career and professional development for assigned analysts; Supervisor should develop analysts, including review and observation of expected behaviors and outcomes, actively engaging in day-to-day activities on the production floor/chat and being a trusted resource for analysts through in-the-game coaching.
• Coordinates with other supervisors or managers as necessary to resolve issues. Regularly communicates with other supervisors and fosters a collaborative team environment.
• Able to carry out responsibilities with little or no supervision.
• Also responsible for other Duties/Projects as assigned by manager as needed.

Requirements and Preferences:

• Ability to work “in office” as needed or necessary.
• Ability to meet scorecard metrics. (TBD)
• Minimum High School diploma or equivalent, associate or bachelor’s degree a plus.
• 2-4 years prior call center or customer service-related experience, Unity experience preferred.
• 3 years’ experience in IT
• Minimum 1 year of supervisory or leadership experience
• Working knowledge of Electronic Health Record platforms
• Computer Skills: Microsoft Outlook and Word with advanced Excel skills (Salesforce CRM preferred or similar application platform)
• Ability to work in a shared services multi-client, 24x7 environment.
• Good HR understanding with the ability to manage, correct, and coach agents.
• Technical and client depth of knowledge to resolve more complex incidents/SRs.
• TEAMS, ServiceNow and PureCloud expertise
• ITSM process foundational expertise.
• Knowledge in more than 1 Unity contract /service line.

Disclaimer

• The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification/job function.
• It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position.
• The preceding job description does not alter the “at will” status and therefore does not constitute a contract of employment, expressed or implied between any employee and UnityBPO.