Communication Center Supervisor

1 week ago

Boston, United States MSPCA - Angell Full time

**_Angell Animal Medical Center has an opening for a 1st shift Communications Center Supervisor position for experienced applicants._**

**_ Typical schedule is Monday through Friday 8am-4:30pm but flexibility with schedule and the ability to work some weekends as needed will apply. _**

**If you have supervisory experience in customer service, client relations, or animal/veterinary care, please consider joining our client service team at Angell.**

The Communication Center Supervisor (CCS) works in collaboration with the client service team to provide and assist the veterinary staff, internal and external clients with excellent client service. The CCS provides leadership, coaching, training, and support to the communication center staff members (Specialty Secretaries, Liaisons, Referral Coordinator, and Scheduling Office). The team is a predominantly remote staff, so previous experience supervising off-site teams will be highly considered. The CCS coordinates and participates in all functions and aspects of the Communication Center by assuring that sufficient resources and effective protocols are in place to support the smooth operational flow between veterinary staff and clients/patients.

The CCS must exhibit excellent judgment, interpersonal skills, decision making skills in resolving client complaints, and in prioritizing and distributing work. They must maintain high visibility throughout the work shift and demonstrate the willingness and ability to both help and positively influence others.

The Communication Center Supervisor is responsible for the daily operations of the Communication Center at AAMC, which supports ongoing communication between clients and veterinarians, and ensures that all communications are conveyed in a professional, helpful, respectful, friendly and thorough manner by the Communications Center team. They are also responsible for hiring, training, and monitoring the performance of all Communications Center staff (including writing and delivering annual performance reviews).

Kindness and care for animals and respect for the client is a cornerstone of this department and organization. All employees are expected to be good financial stewards to preserve our long term ability to carry out our mission to help animals as a non-profit organization. As an employee of the MSPCA/Angell, the Communication Center Supervisor must remain committed to the shared set of core values and principles that join us in a common direction and guide our daily interactions and practices.

**Applicant Requirements**
- High school graduate required; Bachelors or Associates degree preferred; AHT preferred
- 2+ years of supervisory experience required
- Proven track record of success with training/coaching/developing and supporting larger teams (10 employees or more)
- Customer service and client relations experience required (de-escalation tactics, active listening skills, demonstrates patience and empathy through emotional intelligence)
- Possesses excellent verbal and written communication skills (please include a cover letter)
- 1-2 years of animal care experience preferred
- Call/Contact Center experience preferred
- Proficient with PC’s, Microsoft Office Suite. Knowledge of cloud-based phone/communication systems a plus
- Able to sit at desk and perform administrative office duties for prolonged periods of time
- Ability to maintain a high level of visibility in a virtual setting
- Must live within commuting distance to AAMC Boston

**OUR BENEFITS**

Angell Animal Medical Center, founded in 1915, is recognized internationally as a leader in animal medicine and has the reputation as one of the finest veterinary teaching hospitals in North America. Angell serves the greater Boston and scenic New England area as a primary care facility, a 24-hour emergency hospital, and as a tertiary referral center.

MSPCA/Angell has an outstanding compensation package including health, dental and life insurance, 403(b) retirement plan, tuition reimbursement, paid holidays, sick, and vacation time, generous employee discounts for pet health care and pet food and free onsite parking

**Experience**: Required
- Customer service experience
- Previous supervisory experience

**Education**: Required
- High School or better

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