Overview
The Call Center Supervisor will manage the call center for all First Coast Heart and Vascular practices, ensuring effective and efficient interactions are provided to our callers daily. We are looking for a dynamic individual who can manage a very small group and can lead a larger organization as we scale.
Responsibilities
- Monitor and manage to achieve or exceed operational Key Performance Indicators (KPIs), including contact center performance measures, quality and scheduling metrics, and turnover targets. Part of this will include keeping all data tracking current in Excel while monitoring progress and making daily adjustments if needed to improve performance.
- Handle all employee development and management, which includes but is not limited to recruitment, training, coaching, development, interviewing, payroll, and resource planning.
- Analyze phone system reports to include service levels, abandon rates, and employee metrics, making recommendations for improvement.
- Implement continuous process improvement changes, developing effective and efficient cost-saving strategies.
- Partner with Practice Management team to ensure that a seamless service experience is provided to the patient and to the provider, ensuring that provider/site changes are clearly and quickly communicated to call center team members.
- Establish quality evaluation program, which will be used in balanced scorecard for representatives. This will include appropriate evaluation of calls throughout the month and coaching to the employee.
- Provides assistance and updates to staff regarding changes at sites and handling of complex call scenarios, including assisting with handling escalated call issues.
- Using balanced scorecard data, provide staff with monthly updates and jointly agree to goal commitments for upcoming month.
- Assists in the development of a budget, making every effort to control costs by seeking ways to increase productivity, improve quality and enhance revenues.
- Stay current on all call center technology by attending conferences, networking with peers and vendors.
- Should feel comfortable leading meetings and providing call center data analysis and productivity reporting to upper-level management. This should include recommendations for how to improve service levels and agent productivity.
Qualifications
- BA/BS degree preferred. Appropriate work experience can substitute.
- Five to seven years of Contact Center experience required, preferably in a Health Care field and with a minimum of 3-5 years of direct management experience.
- Strong knowledge of VOIP systems, queue distribution and phone agent statistics.
- Must have a strong knowledge of all Microsoft tools and be able to work comfortably in Excel analyzing and producing productivity reporting for leadership updates.
- Excellent problem solving and communication skills. Preference given to bilingual applicants.
Passion for developing staff and for delivering superior patient experience
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