Contact Center Supervisor

3 weeks ago


Neptune City, New Jersey, United States Hackensack Meridian Health Full time

Company Overview


Hackensack Meridian Health is a leading healthcare provider with a commitment to delivering exceptional patient care and service.



Job Description: Contact Center Supervisor - Team Leader


As a Supervisor in our Patient Access Center, you will be responsible for leading a team of customer service representatives who interact with patients, families, and clinical staff to schedule appointments, register patients, and handle medical requests.


Key responsibilities include supervising and coordinating all processes and activities in the Call Center, ensuring all policies and procedures are followed, and responsible for the performance of a team of approximately 12-20 agents to meet/exceed key performance metrics for both quality and production.


The ideal candidate will have a strong track record of leadership, excellent communication and interpersonal skills, and the ability to work effectively in a fast-paced environment.



Required Skills and Qualifications:


Associate degree or a minimum of 2 years of previous supervisory experience in a high volume, fast-paced, in-bound call center or customer-facing environment providing customer, member, or patient service.


Direct supervision of a minimum ten (10) employees, including hiring decisions, developmental plans, and progressive discipline.


Experience interpreting, communicating, and enforcing policies and procedures.


Strong customer service skills and ability to work both independently and as part of a team.



Benefits:


Hackensack Meridian Health offers a competitive salary range of $65,000 to $85,000 per year, depending on experience, and a comprehensive benefits package including medical, dental, and vision insurance, 401(k) retirement plan, and paid time off.


Additionally, the company offers a hybrid schedule with on-site work at both Neptune, NJ and Edison, NJ locations, with coverage and schedules created between 7:30 am-7:00 pm Monday through Friday, and Saturdays from 8:30 am-12:00 pm (on a rotating basis as needed).


The position offers opportunities for growth and development, with a focus on teamwork, customer service, and quality performance.



Estimated Salary: $72,500


Location: Neptune, NJ and Edison, NJ



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