Customer Information Center Supervisor supervises a team that is responsible for analyzing contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Configures the Automatic Call Distribution (ACD) system to automatically distribute calls uniformly among representatives. Being a Customer Information Center Supervisor monitors the productivity of customer service representatives. Ensures customer satisfaction by overseeing the call volume and redirecting inbound traffic as needed. Additionally, Customer Information Center Supervisor reviews call volume reports to coordinate and complete capacity planning within the contact center and identify potential problems. Evaluates historical and recent performance and statistics to identify trends. May act as a resource for more complex questions. Typically requires a bachelor's degree. Typically reports to a manager. The Customer Information Center Supervisor supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Customer Information Center Supervisor typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. (Copyright 2024 Salary.com)
Position Summary:
The HS has shift accountability for supervision and coordination of the functions and activities of patient care. Key functions are to coordinate appropriate use of staffing resources for current and oncoming shift, coordinate patient flow, assess and manage critical situations, initiate contingency plans, and facilitate the use of staffing and other resources to support patient care and flow. The HS is responsible and accountable for patient placement, bed utilization and patient access to services in collaboration with clinical leaders, physicians, and Directors across the hospital. To accomplish these functions, the HS must walk the floors looking for opportunities to assist staff and improve patient care and flow by identifying empty beds and planned discharges. The HS is empowered to initiate discharge tasks in collaboration with unit management, admitting and case management. The HS provides leadership for the appropriate management of the human, financial and material resources to support the priorities, strategic plans, organizational initiatives, goals, policies and vision of SWMC. The HS provides direct patient care as the HS deems necessary to ensure patient care and flow; develops and maintains clinical competencies through continuing education; and complies with EEOC regulations, Federal, State and Labor Laws and Regulations.
Degree of Supervision Required:
The House Supervisor is expected to perform job duties independently and in accordance with established policies and procedures.
Licensure/Certification/Registration :
Other Qualifications:
Current BLS and ACLS certification
Experience Required:
Successful completion of an orientation program or equivalent experience.
Minimum of 2 years experience in acute care.
Education:
Graduate from an accredited professional nurse program
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0 Customer Information Center Supervisor jobs found in Lawton, OK area