Contact Center Supervisor

Position Summary

The Contact Center Supervisor will provide supervision and leadership to the Contact Center and Scheduling Agents at (BJHCHS). The supervisor will oversee the daily production and performance of both roles.

Essential Duties and Responsibilities

• Responsible for developing, coaching and monitoring the call center and scheduling agents.
• Provides support and identify training needs and development opportunities.
• Manages patient and staff complaints received by call center/scheduling agents.
• Creates a positive work environment for employees through team building, coaching, constructive feedback, work delegation, professional growth and goal setting.
• Ensures efficient, expedient, and accurate patient scheduling.
• Effectively communicates with patients, families, healthcare team members and physicians.
• Ensures compliance with applicable regulatory guidelines and policies.
• Communicates scheduling concerns or problems to service line Chiefs.
• Evaluates staff’s job performance using departmental assessments training protocols.
• Works alongside BJHCHS clinical and administrative leaders to best support call center and scheduling needs.
• Develops work schedules and assign duties to direct report personnel to ensure efficiency.
• Performs all other job related duties as assigned or requested by the Chief Operations Officer

Supervisory Duties and Responsibilities

• Directly supervises employees in accordance with the organization's policies and applicable laws within the Contact Center Services department(s)
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

• Associate's Degree (AA) or equivalent from a two-year college or technical school required.
• Minimum of 2 years supervisory experience in a customer care environment required