Call Center Supervisor

2 months ago

Boston, United States Gecko Hospitality Full time
Job DescriptionJob Description

Call Center Supervisor


Position Summary


Be responsible for the overall supervision, training, quality assurance and optimization of a 24x7x365 medical call centers customer service operations and employees to meet service targets.

Ensure that immediate and long-term needs are met, and that policies and procedures are adhered to uniformly and consistently.

Monitor performance and analyze reports and data to facilitate staff development and schedule for optimal effectiveness.

The supervisor will aid the management team in staffing decisions, determining call center goals, answer staff questions and provide guidance and feedback to team members.

This position is considered essential and requires working during emergencies/inclement weather. This position is primarily performed onsite.


Essential Responsibilities


Supervise all aspects of the call center. Oversee the day-to-day activities of onsite and remote workforce with a key focus on scheduling and schedule adherence to meet stringent service level targets.

Instill and nurture teamwork and ensure employee engagement on a daily basis.

Assist with tracking and documenting quality performance at team and individual levels

Complete quality audits on calls, scoring call value, chart value, compliance to script/procedures, and soft skills.

Maintain confidentiality of communications and abide by HIPAA/HITECH guidelines.

Monitor payroll budget and audit timesheets.

Maintain accurate personnel records and documentation.

Create, implement, and manage incentive programs.

Train Customer Service Representatives (CCRs) on emergency procedures and codes, customer service, call control techniques, quality expectations, and performance standards.

Document all training processes and update training manuals to reflect procedure and protocol changes.

Maintain current and accurate monitoring statistics and performance metrics.

Advise other team members regarding CCR performance issues and training needs.

Create new accounts and design related scripting to improve call handling efficiencies and processing times.

Create, develop, and implement customer care and retention initiatives.

Review and approve employee schedules, which includes requested time off and ensure sufficient staffing levels through effective scheduling and reassignment of shifts if needed.

Conduct periodic meetings with CCRs to provide training on proper techniques, services, account changes and progress reports.

As needed, makes recommendations for termination based on employees performance and/or attendance.

Coordinate the review of employee performance statistical data and recommend staffing requirements.

Measure and evaluate employee response times and accuracy and report results to management.

Act as back-up call center manager as required.

Provide on-call after-hours coverage on a rotating basis; work off-hours during emergency situations, including inclement weather.

Maintain regular attendance.



General Responsibilities


Process inbound call center calls including escalated calls, as needed.

Perform special projects and other duties as assigned.



Supervisory Responsibilities


Help supervise a staff of approximately 20-30 employees/temps as needed.Act as a resource to call center staff while on-call.

Recruit,recommend hiring, and train new employees/temps to maintain desired staffing levels.

Manage, coach, discipline, and counsel employees.Ensure employee compliance with policies and procedures.

Lead employees to accomplish desired performance results.Establish and communicate job expectations; monitor and appraise employee performance.



Required Qualifications (unless otherwise noted)


Associate degree in related field or equivalent work experience.

Minimum of three years call center or customer service supervisory experience.

Familiarity with scheduling and service level management.

Knowledge of call center operations and ACD call center technologies.

Proficiency in Microsoft Office software applications, including Excel, Word, PowerPoint and Outlook.

Excellent customer service and verbal and written communication skills with the ability to present clear, concise, and timely communications through multiple methods.

Professional interpersonal style: ability to interact and work with a diverse range of people.

Ability to work both independently and as part of a team.

Strong proactive organizational skills, including the ability to make decisions about how to prioritize and organize own work.

Ability and willingness to proactively research and/or solve issues.Excellent analytical problem solving and conflict resolution skills.

Ability to work on several different unrelated tasks at the same time. Ability to work under the pressure of tight deadlines.

Exhibit a can-do attitude and flexible work style approach.Patience and flexibility to meet demands of a constantly changing priorities.

Ability to organize and prioritize tasks to completion in a fast-paced environment while ensuring a strong attention to detail.

Ability to design, develop, organize, administer, and present a variety of customer service training programs.

Ability and willingness to be on-call and work a flexible schedule, including nights, weekends, and holidays.

Ability and willingness to handle issues and information with diplomacy and sensitivity while ensuring adherence to company policies and/or procedures.Maintain confidentiality at every level.

Ability to work on several different unrelated tasks at the same time. Ability to work under the pressure of tight deadlines.

Exhibit a can-do attitude and flexible work style approach.Patience and flexibility to meet demands of a constantly changing priorities.

Ability to organize and prioritize tasks to completion in a fast-paced environment while ensuring a strong attention to detail.

Ability and willingness to handle issues and information with diplomacy and sensitivity while ensuring adherence to company policies and/or procedures.Maintain confidentiality at every level.


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