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Supervisor, Contact Center
2 months ago
We are seeking a highly skilled and experienced Supervisor to join our Patient Access Center team at Hackensack Meridian Health. As a key member of our team, you will be responsible for overseeing the daily operations of the contact center, ensuring that all policies and procedures are followed, and driving excellence in customer service.
Key Responsibilities- Leadership and Supervision: Directly supervise a team of 12-20 agents, providing guidance, coaching, and development opportunities to ensure they meet or exceed key performance metrics.
- Process Improvement: Identify opportunities for improvement in call center processes, tools, or operations and work with the Call Center Director to implement changes.
- Quality Assurance: Ensure that all representatives are scheduled for self-monitoring time offline and subsequent coaching sessions to close identified gaps and reinforce positive behaviors and skills.
- Staff Management: Collaborate with Workforce Management to optimize staff schedules to achieve all departmental KPIs, and ensure that the call center is compliant with all HIPAA regulations.
- Training and Development: Participate in staff training, interviewing, hiring, and evaluation, and create a work environment that is positive and enjoyable for team members.
- Education and Experience: 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.
- Skills and Abilities: Excellent verbal and written and interpersonal skills, direct supervision of a minimum ten (10) employees, experience interpreting, communicating and enforcing policies and procedures, and strong customer service skills.
- Education: Bachelors' Degree.
- Experience: Previous experience using EPIC system, proficiency in call center telephone systems, knowledge of medical terminology, hospital systems, and insurance processes, and bilingual-Spanish.
