What are the responsibilities and job description for the Contact Center Supervisor- Quality Assurance position at New York Presbyterian Healthcare System?
Job Description
Stamford Health, a well-established, award-winning Healthcare System with multiple locations in CT has an opportunity for a Full-time Contact Center Supervisor.
As a new Certified Great Place to Work organization, Stamford Health understands what it takes to attract talent in order to improve our workforce and support our mission, to that end we offer:
- Competitive salary
- Comprehensive, low-cost health insurance plans available day one
- Wellness programs
- Paid Time Off accruals
- Tax deferred annuity and (403b) pension plan
- Tuition reimbursement
- Free on-site parking
The Contact Center Supervisor/Quality Assurance Analyst is responsible for the direct supervision of BPO vendors and the Centralized Contact Center Support Staff which is comprised of Training Instructors, Quality Assurance Analysts, Team Leads and Quality Associates. They are expected to ensure that the BPO vendors and all members of the Centralized Contact Center Support Staff have clear insight into performance drivers and the levers which impact performance. They will also provide recommendations for enhancements and process improvements that correct training gaps and learning curves to ensure scheduling, training, monitoring, and auditing practices are consistent and properly aligned amongst the Centralized Contact Center Support Team to achieve the highest performance within the Decentralized and Centralized Contact Center teams throughout Stamford Health.
The Contact Center Supervisor/Quality Assurance Analyst will also perform routine performance reviews, coaching & developing the Contact Center Support Staff, generate reports, recommend and/or issue disciplinary action when warranted, participate in daily supervisory and onboarding activities, including effective collaboration with Centralized and Decentralized Contact Center Leadership, Practice Leadership, physicians from Stamford Health and/or outside organizations. In addition, they will follow guidelines set forth and re-enforce the Standards of Service Excellence and inform Senior Contact Center leadership of trends that arise.
Job Info
Job Identification: 3567
Job Category: 410 - Supervisor
Posting Date: 2025-03-07T20:50:44 00:00
Job Schedule: Full time
Locations: 3001 Summer St. Stamford CT 06905 US
Regular or Temporary: NA
