Contact Center Representative - Inbound jobs in Waltham, MA

Supervisor, Contact Center

General Summary

Are you interested in helping Mass General advance its mission to provide best-in-class patient-centered care? Do you enjoy a fast-paced environment? Are you interested in being part of a growing team that’s working to bring new ideas to old problems? If you answered yes to any of these questions - our Supervisor position might be the right fit for you.

The Ambulatory Contact Center is looking for qualified candidates to fill a Contact Center Supervisor position. The Supervisor role is key to Mass General’s effort to improve patient access to ambulatory services and design patient-friendly systems and services. The Contact Center Supervisor provides leadership and support to front-line telephone agents and support staff to ensure that patient’s needs are met quickly, efficiently, and with a high caliber of service.

Under the general direction of the Ambulatory Contact Center Manager, the incumbent is responsible for the day-to-day operations of a service line within the Ambulatory Contact Center: specifically, the Physician Referral Service and Data Entry teams. The Supervisor is responsible for ensuring productivity and quality standards are met. The Supervisor is also responsible for building and maintaining relationships with departments across the hospital to ensure the Ambulatory Contact Center is meeting the needs of all stakeholders and customers.

Principal Duties and Responsibilities

• Provides leadership and direction and encourages teamwork. Facilitates interactions amongst team members and works to maintain positive morale.
• Responsible for managing service levels for teams under their purview, based on set targets; in collaboration with the Call Center Manager, also responsible for problem-solving to improve performance when targets cannot be met.
• Develops and maintains schedules and forecasts workloads and staff requirements. Restructures the staffing model to meet any changing needs of the department, including absences, vacation, and training.
• Assists with and responds to escalated customer calls. Investigates and resolve complaints, questions, and concerns.
• Acts as a liaison between Contact Center team members and MGH practice managers and staff to ensure shared responsibilities and hand-offs between the Contact Center and hospital departments are working as designed to support department and organizational goals; works with Contact Center Manager to mitigate as needed
• Provides coaching and mentoring to team members to improve operational effectiveness and quality.
• In collaboration with the Training and Quality team, consistently monitors progress and provides feedback on team member performance. Administers corrective
• Will directly supervise a staff of 15 Employees.
• Prudent fiscal management of program resources (e.g. supplies, telephones and other equipment and overtime). No budget responsibility at this time.

Qualifications

• Bachelor’s degree or equivalent experience required; Master’s degree strongly preferred
• 2-4 years of contact center/call center experience in a supervisory role required
• 1-2 years prior healthcare experience is strongly preferred
• Proficient with Microsoft Office, Epic Experience and contact center software

Massachusetts General Hospital is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.