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Supervisor Call Center Operations

2 months ago

Tacoma, Washington, United States CommonSpirit Health Full time

Job Summary:

The Supervisor, Call Center position is responsible for overseeing the daily operations of the centralized contact center at CommonSpirit Health. This includes managing the team, ensuring timely and cost-effective delivery of services, and maintaining compliance with internal policies and regulatory requirements.

Key Responsibilities:

  • Operations Management: Supervise the daily activities of the contact center team to ensure efficient and effective service delivery. Implement and enforce quality control and productivity standards, and monitor documentation to ensure accuracy and timeliness.
  • Software Administration: Serve as the administrator for all contact center software applications, ensuring seamless integration and maintenance of systems, including online messaging and employee directories.
  • Customer Service: Respond to customer inquiries, resolve errors or issues, and communicate resolutions to all parties involved.
  • Staff Supervision and Development: Schedule, supervise, and evaluate staff performance, provide training and development opportunities, and make employment decisions in accordance with established guidelines.
  • Budget Management: Participate in annual budget planning, monitor work schedules, and control overtime and premium pay.
  • Performance Improvement: Identify opportunities for improvement, implement changes, and provide on-the-job training to enhance staff understanding.
  • Compliance Monitoring: Interpret and monitor compliance with internal and external legal and regulatory agreements, standards, and requirements.
  • Business Planning: Participate in business planning activities, including the development and implementation of work unit objectives and projects to support business objectives.

Requirements:

  • Education/Work Experience: High school diploma (or GED equivalent) and five years of related work experience, including two years in a lead or supervisory capacity. Previous experience with Avaya Call Center and/or Amcon telecommunications systems is strongly preferred.