Call Center Supervisor

  • Job Tracking ID: 512329-588642
  • Job Location: Escondido, CA
  • Job Level: Any
  • Level of Education: 2 year degree
  • Job Type: Full-Time/Regular
  • Date Updated: August 28, 2017
  • Years of Experience: 2 - 5 Years
  • Starting Date: ASAP



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Job Description:

Summary: The Call Center Supervisor will oversee, organize, maintain, and ultimately direct staff responsible for receiving all incoming calls for Neighborhood Healthcare’s North County clinics. The call center supervisor must be patient service oriented and have prior supervisory experience. The ideal candidate must possess great communication skills and be able to lead and motivate their team.

 

Essential Duties/Responsibilities:

  1. Assist in the formulation of targets for individuals and teams
  2. Hire and onboard new employees
  3. Answer questions from staff and provide guidance and feedback
  4. Anticipate escalation and take over calls when needed
  5. Devise ways to optimize procedures and keep staff motivated
  6. Measure performance with key metrics such as call abandonment, calls waiting etc.
  7. Monitors productivity of patient service representatives and generates reports.
  8. Ensure adherence to policies for attendance, established procedures etc.
  9. Keep management informed on issues and problems
  1. Conduct annual performance reviews for direct reports. Provide appropriate counseling and disciplinary action when indicated and in a timely manner. Keep records of same and forward to Director of Human Resources.
  1. Prepare monthly/annual results and performance reports
  2. Oversee Phone Operators to assure appropriate and timely schedules.
  3. Function at highest level according to credentials and competency.
  4. Operate to instill confidence in our care and in our facilities to patients, fellow employees, and other stakeholders.
  5. Other duties as assigned.

Experience and Skills:

Qualifications & Skills:

  1. Excellent communication skills
  2. Knowledge of computer applications such as MS Word, Outlook, and Excel
  3. Strong customer service orientation
  4. Multi-tasking individual
  5. Able to work under pressure
  6. Ability to work with people of all social and ethnic backgrounds and maintain confidentiality
  7. Ability to work independently and as part of a team
  8. Able to train and develop staff - Ability to maintain confidentiality.
  9. Strong leadership abilities and the highest ethical standards, particularly with regard to the handling of confidential information.
  10. Ability to work in a fast-pace environment while maintain a high degree of tact and composure in dealing with patients and/or staff.
  11. Display excellent verbal and written communication and interpersonal skills

 

Education: Associate's degree or higher or two years equivalent experience.

 

Experience: Two years supervisory experience required or one year Lead/Trainer experience and successful completion of Project LEAP.


 

Neighborhood Healthcare provides career opportunities, student interships and volunteer positions

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