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Supervisor, OHMG Access Center, Downtown Orlando
2 months ago
Job Summary:
The Supervisor, Corporate Call Center directs, administers, coordinates and supervises staff in the operation of computerized telephony systems in the Orlando Health Corporate Call Center.
The Supervisor, Corporate Call Center is primarily charged with the following functions.
Key Responsibilities:
- Supervises related functions and teams within the Call Center work area.
- Establishes and implements policy and procedure.
- Develops and maintains budget in conjunction with the Telecommunications Manager.
- Maintains detailed call volume statistics for the department.
- Insures employee work schedule is prepared according to projected call volume requirements.
- Maintains appropriate staffing levels; performs interviews and makes hiring recommendations.
- Insures staff receives appropriate training and orientation.
- Coaches and counsels staff to maximize performance.
- Issues both Wide Area and In-House Pagers and effectively tracks inventory.
- Troubleshoots all equipment and systems in the department and notifies appropriate party for repairs.
- Manages various personnel functions including hiring, work assignments, coaching plans, and disciplinary actions.
- Maintains flexibility in work schedule in order to meet the needs of the departments 24/7 operations.
- Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
Additional Responsibilities:
- Maintains compliance with all Orlando Health policies and procedures.
- Collects, distributes and archives ACD data for all applicable Orlando Health departments.
- Supervises Telecommunications Team Leaders to maintain effective team performance.
- Serves as a liaison between Telecommunications Team Leaders, Group Leaders and Telecommunications Manager.
- Oversees the maintenance of the department facilities and equipment.
- Carries pager and serves as "1st call" for the department.
- Performs other duties as directed.
- May serve on Committees and/or Projects as assigned by Telecommunications Manager.
Requirements:
- Associate's Degree required in healthcare, hotel/hospitality, telecommunications or business.
- Computer literacy required.
- Three (3) years' experience in large PBX/telephone/answering service operation.
