Contact Center Supervisor

• Thrive: We empower our team with career growth opportunities, tuition assistance, and resources that support your wellness, education, and financial well-being.
• People-First: We prioritize your well-being with paid time off, comprehensive health benefits, and a supportive, inclusive culture where you are valued and cared for.
• Make Healthcare Better: We use advanced technology to support our team and enhance patient care.

Get to Know Your Team:

• UT Health East Texas is comprised of 9 hospitals, more than 90 clinics, nearly 7,500 employees and over 1,000 licensed inpatient beds. We provide healthcare services through our hospitals, clinics, Level 1 trauma facility, air emergency fleet and EMS service.

• The Contact Center Supervisor supervises and coordinates the daily operations and activities of the Contact Center to meet and exceed patient expectations and organizational objectives.
• Drives and encourages a positive and supportive work environment.
• Coaches and develops Schedulers to ensure world-class patient experience as measured by Quality Assurance (QA) audits, Average Handle Time (AHT), and Error Rate.
• Improves patient wait time through reduction in Attendance and tardy occurrences, schedule adherence, ensuring proper off-line (Aux) time is adhered to.
• Builds strong and positive relationships with direct reports, colleagues, and support staff.
• The Supervisor may also be required to execute formal performance management up to and including termination recommendations.

• High School Diploma or equivalent.
• 3 years of extensive Customer Service experience, in a call center environment preferred or One (1) to three (3) years leadership experience in a fast paced environment.

• 2 years post High School education.