Supervisor, Service Response Center

FLSA Status:          Nonexempt

Original Date:       January 2024

Last Revised:        

JOB SUMMARY:  

Supervises, monitors and assists 2^nd and 3^rd shift call center representatives. Performs Quality Assurance audits and provides feedback to teammates to ensure the highest quality customer service standards are maintained. Responsible for answering calls during busy periods and during low staffing periods. Provides assistance/resolution to internal and external inquiries as needed.  Represents department at meetings as needed. Maintains professional attitude and confidentiality at all times.  Demonstrates flexibility in work schedule as needed.

EDUCATION/EXPERIENCE: 

Bachelor’s degree in Business, Psychology or other related field. Extensive experience will be considered in lieu of a degree.

Minimum of 2 year’s management experience preferred

Experience in training adults preferred

Customer service experience preferred

LICENSURE, CERTIFICATION, and/or REGISTRATION:  N/A

ESSENTIAL FUNCTIONS:

1. Supervises call center staff to accomplish the objectives of the Service Response Center including coverage and accountability 24/7. This includes assisting with the hiring, coaching, reviewing and scheduling of staff.
2. Monitors Key Performance Indicators to ensure that metrics meet objectives. 
3. Assists with achieving financial objectives of the Call Center, including the development of the operating and capital equipment budgets as requested.
4. Performs and documents phone audits as part of the Quality Assurance program. Provides feedback to teammates in real-time as needed and on a scheduled quarterly basis.
5. Assists Manager and Lead with new staff orientation and training. Assists with training all staff on new processes.
6. Answers a variety of inbound call center calls during peak periods and at other times as available to help meet Key Performance Indicators and to assist teammates. 
7. Coaches and leads call center reps as they provide support to customers. Handles callers’ complaints in a professional manner and seeks to provide resolutions.
8. Assists Manager with maintaining good relationships with Health System departments that are supported by the Service Response Center. Participates in regularly scheduled meetings with key departments.
9. Demonstrates responsibility for personal development by participating in continuing education offerings and department / hospital activities.

SKILLS/QUALIFICATIONS: 

1. Excellent oral and written communication skills
   Strong interpersonal and active listening skills
2. Good organizational skills and attention to detail 
3. Competency with Microsoft Word and Excel
4. Demonstrated computer skills
5. Exceptional customer skills are a must
6. Clear and calm telephone-speaking voice

WORK ENVIRONMENT:

1. Clean, well-lit, comfortable office setting when working in-house
2. Quiet and private location a requirement when working remotely
3. Subject to interruptions and stressful situations
   
    

PHYSICAL REQUIREMENTS: