What are the responsibilities and job description for the Contact Center Supervisor position at CoxHealth?
Summary
About Us
CoxHealth is a leading healthcare system serving 25 counties across southwest Missouri and northern Arkansas. The organization includes six hospitals, 5 ERs, and over 80 clinics. CoxHealth has earned the following honors for workplace excellence:
- Named one of Modern Healthcare’s Best Places to work five times.
- Named one of America’s Greatest Workplaces by Newsweek.
- Recognized as a Greatest Workplace for Women in both 2023 and 2024.
- Listed as one of the Greatest Workplaces for Diversity in 2024.
- Acknowledged by Forbes as one of the Best Employers for New Grads.
- Ranked among the Best Employers by State for Missouri.
Benefits
- Medical, Vision, Dental, Retirement Plan with employer match, and many more!
- For a comprehensive list of benefits, please click here: Benefits | CoxHealth
Job Summary
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- The Contact Center Supervisor is responsible for overseeing the daily operations of the contact center, ensuring exceptional customer service, and optimizing team performance. This role involves leading and managing a group of customer service team members, ensuring they meet and exceed performance targets, maintain high levels of customer satisfaction, and uphold CoxHealth’s mission, vision, and values. Strong leadership, excellent communication, and analytical skills are essential to drive efficiency and effectiveness within the contact center.Key responsibilities include developing and maintaining relationships with patients, providers, and other departments within CoxHealth, as well as handling employee selection, issue resolution, and interdepartmental communications. Additional duties involve staff training, call evaluations, and coaching on topics such as customer service, appointment scheduling, EMR systems, contact center systems, complaint resolution, and efficient departmental operations. Creating a positive team culture, managing consumer experience standards, and consistently delivering exceptional consumer experiences with one-call resolution are crucial to the success of this role. The Contact Center Supervisor serves as the primary point of contact for their area of responsibility and may assist other areas and perform additional duties as needed.
Job Requirements
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Education
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Required: High school diploma or EquivalentPreferred: Bachelor’s Degree
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Experience
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Required: 2 years’ customer service experience
Preferred: Prior supervisory or training experience
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Skills
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Outstanding written verbal communication skills
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Proficient in Microsoft Office Programs
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Ability to multi-task
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Licensure/Certification/Registration
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N/A
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