Inbound Contact Center Supervisor supervises inbound contact center agents and operations focusing on selling products or services. Monitors metrics and targets for service volume, sales, and timeliness. Being an Inbound Contact Center Supervisor responds to escalated calls with remedies or solutions. Implements sales and product training to update staff on product and service offerings, customer response standards, scripts, operational policies, and procedures. Additionally, Inbound Contact Center Supervisor prepares staff work schedules to ensure coverage and coordinate training. May require a bachelor's degree. Typically reports to a manager or head of a unit/department. The Inbound Contact Center Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be an Inbound Contact Center Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
Location: MetroHealth Old Brooklyn Campus
Biweekly Hours: 80.00
Shift: 8:00a - 4:30p
The MetroHealth System is redefining health care by going beyond medical treatment to improve the foundations of community health and well-being: affordable housing, a cleaner environment, economic opportunity and access to fresh food, convenient transportation, legal help and other services. The system strives to become as good at preventing disease as it is at treating it. Founded in 1837, Cuyahoga County’s safety-net health system operates four hospitals, four emergency departments and more than 20 health centers.
Summary:
Required: High School Diploma or passage of a high school equivalency exam. Four (4) years switchboard/PBX experience on a large institution switchboard. Familiarity with digital and automated computerized console equipment. Proficiency with personal computers including the ability to use online systems and Office Applications (Word, Excel, Access, and PowerPoint) Excellent written, verbal, and interpersonal communication skills Ability to interact with all levels of employees. Self-starter able to handle multiple tasks with minimal Supervision Strong organizational skills Previous customer service experience.
Preferred: Experience as a Lead Switchboard/PBX Operator, Telecommunications Supervisor or similarly position in a hospital environment. Previous experience in large enterprise environments that include multiple site locations including work on Nortel PBX and key telephone systems Ability to use online service ticketing and station management systems (ie HEAT, Quantum, and Second Nature)
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