Call Center Supervisor

Contact Center Supervisor

Hire, train and onboard new contact center agents as required to meet quotas

Working supervisor who will take inbound and make outbound calls daily

Provide coaching and assistance to contact center agents on an ongoing basis

Quality Management

First Call Resolution

Process weekly production reports for submission to management

Call Center Metrics

Volume

Productivity by appointments

Abandonment rate

Capacity rates

Act as a member of the Provider Scheduling Committee, set agenda and make provider scheduling recommendations

Oversee and ensure conflict resolution between associates and patients

Ensure that all employees follow the company's best practice for contact center management and operations

Develop presentations and talks to motivate and educate contact center agents

Communicate company goals to staff so every employee understands his or her role

Conduct periodic surveys of patients and potential customers to ensure quality control

Provide daily oversight and guidance to employees

Conduct meetings with staff on office policy and procedure changes

Assist patients with potential billing issues

Approve time off requests and bi-weekly payroll time for employees

Serve as office point person for providers, employees, pharmaceutical reps, and vendors

Serve as liaison between medical office and corporate office

Travel required as needed