Supervisor, Call Center Operations

This position is responsible for assuring that Call Center Service Associates provide timely and courteous service to incoming callers. This leader provides direct leadership and support to a community of approximately 20-25 phone or scheduling associates. They will assist with escalated calls, implement any procedural changes, provide coaching and counseling to increase staff knowledge and delivery, and create performance development plans. They are directly responsible for creating a positive learning environment that delivers quality customer service. The role requires exceptional customer service and influential leadership skills. Proven call center supervisory experience along with tactical planning and workforce implementation of new processes is a must for this position. The Community Supervisor functions as a member of the collaborative operations team, interacting with directors, managers, and other supervisors. Their analytical skills will aid them in making projections for the timely management of staff and call volume. This position will routinely interact with a diverse group of internal customers that include information technology personnel, physicians, shop stewards, and labor management.

Basic Qualifications:
Experience

• Minimum one (1) year of using call routing, IVR or CRM related technology to manage goals and targets.

• Minimum one (1) year of experience in lead role position in a customer service high call volume environment.

Education

• Relevant bachelor's degree or minimum five (5) years of experience in a leadership position in call center communities OR four (4) years of experience in a directly related field.

• High School Diploma or General Education Development (GED) required.

License, Certification, Registration

• N/A

Additional Requirements:

• Demonstrated Knowledge of influential leadership tactics.

• Demonstrated effective interpersonal, written and oral communication skills.

• Effective presentation skills.

• Platform teaching skills.

• Strong customer service orientation.

• Working knowledge of PC required.

• Ability to perform multiple duties in a heavy workload environment.

• Familiarity with use and interpretation of quantitative statistical reports and analysis.