Outbound Call Center Supervisor

3 weeks ago

Louisville, Kentucky, United States HCA Healthcare Full time

Description

Introduction

Are you passionate about delivering superior work outcomes? At Galen College of Nursing, we are committed to a single purpose: offering excellence in nursing education. Our staff and administration live out our vision We change the life of one to care for the lives of many. Jump-start your career as a Outbound Call Center Supervisor today with Galen College of Nursing.

Benefits

At Galen College of Nursing, we want to ensure your needs are met. We offer a comprehensive package of medical, dental, and vision plans along with unique benefits, including:

  • Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
  • Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
  • Free counseling services and resources for emotional, physical and financial wellbeing
  • 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
  • Employee Stock Purchase Plan with 10% off HCA Healthcare stock
  • Family support through fertility and family building benefits with Progyny and adoption assistance.
  • Referral services for child, elder and pet care, home and auto repair, event planning and more
  • Consumer discounts through Abenity and Consumer Discounts
  • Retirement readiness, rollover assistance services and preferred banking partnerships
  • Education assistance (tuition, student loan, certification support, dependent scholarships)
  • Colleague recognition program
  • Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)
  • Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

Learn more about Employee Benefits

Note: Eligibility for benefits may vary by location.

You contribute to our success. Every role has an impact on our students' lives and you have the opportunity to make a difference. We are looking for a dedicated Outbound Call Center Supervisor to be a part of our team.

Job Summary and Qualifications

Monitors outbound call center operations and agents to meet key metrics for call volume, scheduling, and customer service. Lead and manage our Admissions Specialist team, ensuring efficient and effective daily operations.

Position Responsibilities:

Essential Duties:

  1. Hiring, training, and preparing call center representatives to respond to customer inquiries.
  2. Setting and meeting performance targets for speed, efficiency, accuracy and quality.
  3. Monitoring calls to improve quality, minimize errors, and track operative performance.
  4. Review the performance of staff to identify training needs and plan training sessions.
  5. Record statistics and performance rates and generate reports.
  6. Organize staff shift patterns to meet the demands of all campuses in multiple timezones.
  7. Utilizing call center software and CRM to monitor staff to ensure student questions are answered in the most effective way possible.
  8. Other duties, as assigned, and logically associated with the goals and objectives of the College.

Position Requirements:

  1. Bachelor's Degree in Business Management or related field. Prior experience in customer service, telephony sales, and call center capabilities may be accepted in lieu of education.
  2. Computer proficient with Microsoft Office. Prior experience with Microsoft Dynamics CRM system preferred.
  3. Ability to effectively present information and respond to questions from groups of managers, students, applicants and the general public.
  4. Excellent verbal and written communications skills.
  5. Ability to work in a fast-paced environment and encourage others to respond in this environment.
  6. High attention to detail.
  7. Able to maintain a customer-friendly demeanor.
  8. Able to work flexible hours with occasional evenings and/or weekends possible.
  9. Possibility of occasional travel to other Galen campuses.

Physical Requirements: Must be able to sit at a desk for eight hours at a time. Ability to spend most of the day talking to prospective students on the phone.

Degree of Supervision: Minimal

Galen College Values:

Inclusivity: I foster an environment that provides opportunities for every individual to reach their full potential.

Character: I act with integrity and compassion in all I do.

Accountability: I own my role and accept responsibility for my actions.

Respect: I value every person as an individual with unique contributions worthy of consideration.

Excellence: I commit myself to the highest level of quality in everything I do.

At Galen College of Nursing, we offer a unique educational experience we call Pure Nursing. With a focus on nursing education, our knowledgeable and caring faculty and staff take a personal interest in helping our students achieve their goals. Galen is regionally accredited by the Southern Association of Colleges and Schools Commission on Colleges (SACSCOC) to award Associate, Baccalaureate, and Masters Degrees. Our baccalaureate degree in nursing program is accredited by the Commission on Collegiate Nursing Education (CCNE), and the associate and master's degree in nursing programs are accredited by the Accreditation Commission for Education in Nursing (ACEN). For complete information related to Galen's accreditation status, please visit our website.

Galen College of Nursing is recognized as a 2023 National League of Nursing (NLN) Center of Excellence (COE)

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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