Customer Service Operations Manager

2 weeks ago

Boston, Massachusetts, United States Gecko Hospitality Full time
Job Overview

Position Title: Call Center Supervisor

Position Summary:

The Call Center Supervisor is accountable for the comprehensive oversight, training, quality assurance, and enhancement of a 24/7 medical call center's customer service operations and personnel to achieve service objectives.

This role ensures that both immediate and long-term operational needs are fulfilled while maintaining consistent adherence to established policies and procedures.

Key Responsibilities:

  1. Supervise all facets of the call center operations, managing both onsite and remote teams with a focus on effective scheduling and adherence to service level agreements.
  2. Foster a collaborative team environment and promote employee engagement on a daily basis.
  3. Assist in tracking and documenting quality performance metrics at both team and individual levels.
  4. Conduct quality audits on calls, evaluating compliance with scripts, procedures, and soft skills.
  5. Ensure confidentiality of communications in accordance with HIPAA/HITECH regulations.
  6. Monitor payroll budgets and perform audits on timesheets.
  7. Maintain accurate personnel records and documentation.
  8. Design and implement incentive programs to motivate staff.
  9. Train Customer Service Representatives (CCRs) on emergency protocols, customer service techniques, and performance standards.
  10. Document training processes and update manuals to reflect changes in procedures.
  11. Maintain current monitoring statistics and performance metrics.
  12. Advise team members on performance issues and training requirements.
  13. Develop new accounts and create related scripts to enhance call handling efficiency.
  14. Initiate and manage customer care and retention strategies.
  15. Review and approve employee schedules, ensuring adequate staffing levels.
  16. Conduct regular meetings with CCRs to provide updates on techniques, services, and performance.
  17. Make recommendations for employee terminations based on performance and attendance.
  18. Coordinate employee performance reviews and recommend staffing adjustments.
  19. Evaluate employee response times and accuracy, reporting findings to management.
  20. Act as a backup call center manager when necessary.
  21. Provide after-hours on-call support on a rotating basis.
  22. Maintain consistent attendance.

General Duties:

Handle inbound calls, including escalated inquiries, as required. Participate in special projects and other assigned tasks.

Supervisory Duties:

Oversee a team of approximately 20-30 employees or temporary staff as needed. Serve as a resource for call center staff during on-call hours.

Recruit, recommend hiring, and train new employees to maintain desired staffing levels. Manage, coach, and counsel employees to ensure compliance with policies and procedures.

Lead teams to achieve performance objectives, establishing clear job expectations and monitoring employee performance.

Qualifications:

Associate degree in a related field or equivalent experience. A minimum of three years of supervisory experience in a call center or customer service environment.

Familiarity with scheduling and service level management, as well as knowledge of call center operations and ACD technologies.

Proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook.

Exceptional customer service and communication skills, both verbal and written, with the ability to convey information clearly and effectively.

Professional interpersonal skills to interact with a diverse range of individuals.

Ability to work independently and collaboratively within a team.

Strong organizational skills, capable of prioritizing and managing multiple tasks under tight deadlines.

Willingness to be on-call and work a flexible schedule, including nights, weekends, and holidays.

Ability to handle sensitive information with discretion while adhering to company policies.

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