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Contact Center Team Lead

2 months ago

Tacoma, Washington, United States CommonSpirit Health Full time
Job Summary

The Supervisor, Call Center position is a key role within CommonSpirit Health, responsible for overseeing the daily operations of the centralized contact center. This team member will be responsible for planning, supervising, and evaluating the work of assigned staff to ensure that all activities are conducted in a timely and cost-effective manner.

Key Responsibilities
  • Operations Management
    • Supervise the daily operations of the contact center to ensure that all activities are conducted in accordance with established procedures and business objectives.
    • Implement and enforce quality control and quality assurance standards to ensure that customer needs are met and regulatory requirements are complied with.
    • Monitor and audit related documentation to ensure conformance with established standards relating to timeliness and accuracy.
  • Staff Supervision and Development
    • Schedule, supervise, and evaluate the work of assigned staff to ensure that they are qualified and properly trained to perform assigned job duties.
    • Interview job candidates and make employment and other personnel decisions in accordance with established guidelines.
    • Communicate performance standards and evaluate employee performance, providing constructive feedback and recognizing results achieved.
  • Budget and Financial Management
    • Participate in annual budget planning and administration relative to assigned responsibilities.
    • Monitor work schedules to control overtime and/or premium pay, and monitor/approve expenditures within defined scope of responsibility.
  • Performance Improvement and Compliance
    • Monitor and assess current operations/services to identify opportunities for performance/process improvements initiatives.
    • Implement approved changes and ensure that staff receive the necessary on-the-job training to enhance their understanding of performance improvement initiatives.
    • Interpret and monitor compliance with applicable internal/external legal and regulatory agreements, standards, and requirements.
Requirements
  • High school diploma (or GED equivalent) and five years of related work experience that would demonstrate attainment of the requisite job knowledge/abilities, including two years in a lead or supervisory capacity.
  • Previous experience working with the Avaya Call Center and/or Amcon telecommunications systems is strongly preferred.
  • Associates degree in a field related to the duties of the position may be substituted for two years of the experience requirement.