Contact Center Supervisor
1 month ago
We are searching for a dedicated, supportive Supervisor who can coach and motivate agents as they field calls from patients. The Supervisor will be involved in hiring employees, assisting in the training process, and managing ongoing employee development/career pathing programs. They will support teams after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and feedback. You should be analytical, supportive, and prepared to act as a resource to development for your team. You must lead by example and invest genuinely in your team for the continued growth and success of the company, our clients, and our employees.
Who We Are
Sequence Health is a leading healthcare management company committed to serving our clients and their patients with high quality customer service using the latest computer and phone technology. We seek individuals that not only can perform work independently but also enjoy being part of a team and like to continuously learn and grow. We are growing and looking for people that want to grow with us. The mission at Sequence Health is to provide superior patient engagement solutions to healthcare organizations that significantly increase their lead capture, lead conversion to patient, and ultimately dramatically increase top line revenues while streamlining internal office operations.
To succeed as a Supervisor, you should be focused on helping your team build necessary skills and knowledge so they can better support patients and customers. You should be supportive, communicative, and attentive.
Contact Center Supervisor Responsibilities:
- Hire, train, and prepare agents and Team Leads to provide high quality service.
- Ensure SLAs are met, including fielding calls when there is high demand.
- Ensure agents understand and comply with all departmental objectives, performance standards, and policies.
- Support Team Leads and answer agent questions regarding best practices or difficult calls.
- Attend and provide updates to clients during scheduled calls.
- Handle client escalations about service.
- Identify operational issues and suggest possible improvements.
- Monitor and evaluate Team Lead and agent performance, providing learning opportunities, and coaching and counseling as needed.
- Manage agent attendance, including time off planning, timecard corrections and attendance counseling.
- Prepare reports and analyze data to assist management as they determine call center goals.
- Work with other supervisors and management team members to support agents, maximize customer satisfaction and plan for growth.
- Lead by example.
Contact Center Supervisor Requirements:
- High School Diploma or equivalent, but more education, especially in management, is preferred.
- Call center, customer service, or supervisory experience may be required.
- Proficiency with technology, especially computers, software applications, and phone systems.
- Exceptional verbal and written communication skills.
- Ability to coach, train, and motivate employees and evaluate their performance.
- Excellent problem solving, leadership, and customer service skills.
- Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
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