Supervisor, Call Center

Supervisor, Call Center

This position supports incoming, outgoing, inter organization, and interdepartmental calls to and from the practice. Supervisor is responsible for managing Kronos and scheduling for the department in addition to monthly reports for leadership and other departments. The incumbent will be able to troubleshoot any hardware failures that impact the call center, working directly with IT partners and software vendors. The Supervisor will work closely with the Director and the Manager of the call center overseeing operations and developing key performance indicators for the call center agents. The supervisor will be responsible for real time analysis and will manage interday staffing changes as necessary.

Responsibilities :

• Supervisor will handle all Kronos time management and time detail reporting.
• Supervisor will manager the scheduling of all operators.
• Supervisor will manage real time interday scheduling changes
• Working closely with the Manager, Call center Supervisor will develop customized reports needed to assist leadership in performance improvement
• Responds and supervises incoming and outgoing calls on a multi position console.
• Supervisor is responsible for being a part of meetings with management and sets up Teleconference meetings if needed.
• Maintains a current directory of practice telephone numbers of offices and personnel.
• Maintains a directory for referring incoming and outgoing calls to the proper locations.
• Follows all department procedures as noted in Department Policy and Procedure manual.
• Supervises the onboarding of all call center agents and develops appropriate training
• Working with the key leadership, the Supervisor will be responsible for setting call center goals, communicating expectations and holding staff accountable.
• Supevisor may need to discipline staff when needed.
• Supervisor will answer calls whenever necessary
• Supervisor will handle escalated patient complaints when needed

Qualifications / Requirements :

Experience : Minimum of 3+ years of experience working in customer service is required.

Education : High school or equivalency diploma

Licenses / Certifications :

Other :

Good knowledge of office procedures, terminology and equipment; ability to understand complex oral and written instructions; ability to effectively use computer applications such as spreadsheets, word processing, calendar, e-mail and database software; ability to read, write, speak, understand, and communicate in English sufficiently to perform the essential duties of the position; ability to get along well with others; pleasant speaking voice and clear enunciation; initiative; tact; poise; good judgment; physical condition commensurate with the demands of the position .

Special Requirements :

Good management and leadership skills. Able to communicate in a effective and professional way with colleagues in order to maintain departmental stability. Able to troubleshoot and escalate items to Director and stay active with day to day demands.

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