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Call Center Operations Supervisor

1 month ago

Boston, United States MSTS Call Center Full time
Job DescriptionJob Description

THIS IS NOT A REMOTE POSITION 

Our client is a quality provider of call center solutions to the healthcare community.  Working in a collaborative team environment, they  are dedicated to providing exceptional service to customers. To be successful in the position you will need to be a self-starter and feel comfortable training our agents on accounts as well a soft skill.

They are looking for a skilled operations supervisor to manage day-to-day operations: interviewing, performance management, scheduling, training etc.

Although they are a 24X7 call center, your management skills in hospitality and other service industries are a great fit.

On-Call every 4 weeks

Tuesday - Saturday Tues - Fri 10:30-7pm Saturday 9:30-6

Contract to Hire

 

Reporting to the Manager of Operations you will be responsible for ensuring compliance with departmental standards. This position will be responsible for troubleshooting problems and monitor performance in real time through the ACD and utilizing metrics and reports for abandonment rate, queue wait times service level and other performance metrics.

Responsibilities:

  • Directly supervises call center representatives
  • Assist in training new and existing staff
  • Interview and recommend new hires
  • Ensure schedule is up to date and optimizes staff time
  • Provide new hire account and customer care training
  • Facilitates and documents performance feedback through side-by-side coaching, performance reviews, goal setting, and improving workflows and processes as needed
  • Understands and reports on daily call center operational metrics
  • Handles escalated customer service issue
  • Designs and leads trainings
  • Monitor the productivity of the team in order to effectively deliver service while maintaining effective fiscal balance cost per call
  • Perform other duties as assigned

 

Qualifications

  • Associates degree in related area and / or equivalent combination of experience is required.
  • 3-5 years of Call Center management experience or related supervisorial experience is required.
  • Call queue management experience required
  • Training experience required
  • Strong written, verbal, and interpersonal communications skills to simplify complex information, instructions, and guidelines in a clear, concise manner
  • Strong analytical and critical thinking skills, with the ability to quickly analyze problems, determine appropriate level of intervention, and develop and apply effective solutions
  • Knowledge of relevant call center information technologies
  • Strong knowledge of business software and specialized applications and data management systems used in clinic/call center operations
  • Organizational skills to effectively supervise and schedule staff
  • Competent at representing department at Leadership and Departmental meetings

 

 

Company DescriptionCall Center Solutions and Customer Service in Healthcare. Answering Services for physicians.Company DescriptionCall Center Solutions and Customer Service in Healthcare. Answering Services for physicians.