Job Summary / Responsibilities
The Contact Center Supervisor will lead a team of Contact Center Representatives whose focus is on ensuring high patient satisfaction, access to care and best in class service. Directly responsible for the performance management of Contact Center Representatives. Manage and evaluate the activities and day to day responsibilities of the Contact Center Representatives receiving incoming phone calls as well as facilitating outbound and off phone work. The supervisor will evaluate, plan and schedule staffing levels and workflow/activities to achieve expected call and outbound volumes. The Supervisor is responsible for tracking and reporting on team?s performance including attendance patterns. The supervisor is responsible for understanding call Quality Monitoring (QA) to ensure quality standards and key performance indicators. In addition, the supervisor coordinates training for Contact Center Representatives, including orientation, customer service training and ongoing coaching sessions. Assign, monitor and review progress and accuracy of work of Contact Center Representatives. Directs efforts and provides technical guidance on the use of call center technology. Serve as an escalation point for handling complaints and grievances, including interceding on incoming calls with difficult customers.
Responsible for interviewing, hiring, salary changes, performance coaching, planning and evaluation, disciplinary actions, termination, completion of annual performance evaluations, and development of all subordinate staff either directly or overseeing additional assistance. Evaluate and coordinate workflow/activities to achieve expectations, monitor call center data and manage to goals for new patient access, service level, abandon rate, etc. Monitor calls/activities as necessary to ensure that performance standards are being met. Assign, monitor, and review progress and accuracy of work, direct efforts and provide technical guidance on more complex issues.