Call center supervisor Jobs in Irving, TX

Call Center Supervisor

Starting Pay Range : $24-$28 per hour

Behavioral Health Group (BHG) is the largest network of Joint Commission-accredited treatment centers and a leading provider of opioid addiction treatment services. With over 115 locations in 24 states and a team of more than 1,900 employees, we are dedicated to helping individuals overcome substance use disorders and reclaim their lives. Join us in making a difference.

Job Summary

The Call Center Supervisor is responsible for leading and managing a team of call center agents to ensure they meet customer service standards and performance targets. This includes hiring, training, coaching, and evaluating agent performance, as well as monitoring call quality, resolving escalated customer issues, and reporting on team metrics to upper management. In essence, this role oversees the day-to-day operations of the call center. Additionally, the supervisor handles calls from patients, potential patients, and their families, addressing treatment options and answering questions and concerns related to our clinics and intake process. Extraordinary communication skills are required to interact with diverse populations, as well as a proficient understanding of BHG's regulatory requirements.

Summary of Essential Job Functions

The key responsibilities of the Call Center Supervisor include, but are not limited to :

Duties and Responsibilities

• Help the team achieve desired results in escalated resolution, average speed of answer, calls answered, calls converted, and scheduled appointments.
• Answer incoming calls and respond to inquiries from call center agents, patients, or family members when calls are on hold.
• Be well-versed in BHG's treatment programs and successfully explain them to patients and their family members.
• Manage and resolve patient concerns.
• Oversee ongoing training and development opportunities for agents.
• Coach agents on customer service techniques and call-handling procedures.
• Conduct performance evaluations and provide feedback.
• Regularly monitor call quality through call recordings to ensure adherence to company standards.
• Analyze key performance indicators (KPIs) and identify areas for improvement.
• Implement corrective actions when necessary.
• Maintain a basic understanding of alcohol and drug abuse and addiction.
• Comply with all federal, state, and local regulatory agency requirements.
• Comply with all accrediting agencies.
• Demonstrate a commitment to valuing diversity and contributing to an inclusive work environment.
• Meet BHG's attendance standards and be present and ready for work at the beginning of the scheduled shift.
• Report any work-related injury, illness, hazards, or security issues.

Regulatory

Marketing and Outreach

Professional Development

Training

Minimum Requirements

Qualifications

In addition to meeting the qualifications, the ideal candidate will embody the following characteristics and possess the knowledge, skills, and abilities listed below :

Physical Requirements and Working Conditions

The physical demands described here represent the requirements necessary to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions, provided that the accommodation does not create an undue hardship on the business.

Why Join BHG?

Work-Life Balance : Enjoy generous paid time off, holidays, and personal needs. Benefit from flexible schedules with early in / early out hours, no nights, and no Sundays.

Investment in Your Growth : Prioritize your development with role-based training and advancement opportunities.

Comprehensive Benefits : Choose from three benefits programs, including health, life, vision, and dental insurance. Enjoy tuition reimbursement and competitive 401K match.

Recognition and Rewards : Experience competitive pay, quarterly bonuses, and incentives for certifications or licenses.

Employee Perks : Access exclusive discounts on various services and entertainment options, and benefit from our Employee Assistance Program and self-care series.

At BHG, we thrive on the greatness of our people. Join us and become part of a community that values excellence, integrity, and making a real difference in the lives of others.

BHG is an equal opportunity, affirmative action employer providing equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity / expression, national origin, protected veteran status, disability status, or any other legally protected basis, in accordance with applicable law.