Inbound Contact Center Supervisor jobs in New Jersey

Inbound Contact Center Supervisor supervises inbound contact center agents and operations focusing on selling products or services. Monitors metrics and targets for service volume, sales, and timeliness. Being an Inbound Contact Center Supervisor responds to escalated calls with remedies or solutions. Implements sales and product training to update staff on product and service offerings, customer response standards, scripts, operational policies, and procedures. Additionally, Inbound Contact Center Supervisor prepares staff work schedules to ensure coverage and coordinate training. May require a bachelor's degree. Typically reports to a manager or head of a unit/department. The Inbound Contact Center Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be an Inbound Contact Center Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)

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Supervisor, Contact Center
  • Hackensack Meridian Health
  • Wall, NJ FULL_TIME
  • Overview:
    Our team members are the heart of what makes us better.

    At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.

    Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

    The Supervisor, Contact Center will be responsible for the daily supervision and coordination of the Patient Access Center, a fast-paced centralized contact center environment, interacting with patients, families and clinical staff to schedule appointments, register patients and handle other medical requests. Supervises and coordinates all processes and activities in the Patient Access Center ensuring all policies and procedures are followed and is responsible for the performance of approximately 12-20 team members to meet/exceed key performance metrics for both quality and production. The supervisor will work towards effectively managing resources, schedules, staff coaching and development, and report preparation.

    This position will offer a hybrid schedule. On-site work will be at either at our Neptune, NJ location or Edison, NJ location. Coverage and schedules will be created between 7:30 am-7:00 pm Monday through Friday, as well as Saturdays from 8:30 am-12:00 pm (on a rotating basis as needed).

    Mandatory on-site training will be required for the first 3 months of employment.
    Responsibilities:
    A day in the life of a Supervisor, Contact Center at Hackensack Meridian Health includes:

    • Supervises and coordinates all processes and activities in the Call Center ensuring all policies and procedures are followed. Responsible for the performance of a team of approximately 12-20 agents to meet/exceed key performance metrics for both quality and production.
    • Assists in the development of team and individual goals and delivers performance feedback.
    • Has ongoing visibility (onsite and/or remote) within the Patient Access Center, assisting and coaching team members to provide timely and accurate service to patients and internal customers.
    • Responsible for ensuring that the work environment is professional and conducive to providing opportunities for growth and development. Provides formal and informal feedback to staff members on a regular basis to reinforce positive behaviors, hold each member accountable for their work and develop their skills.
    • Ensures appropriate staffing relative to the volume of work. Position is also responsible for ensuring the call center agents are in adherence to their shift schedules.
    • Collaborates with Workforce Management to optimize staff schedules to achieve all departmental KPIs.
    • Follows the defined Quality Assurance program to ensure all representatives are scheduled for self-monitoring time offline and subsequent coaching sessions to close identified gaps and reinforce positive behaviors and skills identified through the monitoring process.
    • Holds regularly scheduled staff meetings to provide a forum for open communication and problem resolution and to ensure that goals are being met and policies and procedures are followed.
    • Participates in staff training, interviewing, hiring, and evaluation.
    • Identify opportunities for improvement in call center processes, tools, or operations and work with Call Center Director to implement.
    • Ensures the call center is compliant with all HIPAA regulations.
    • Responsible for payroll and PTO approval.
    • Creates a work environment that is positive and enjoyable for the team members.
    • Performs other job-related duties as required.
    • Adheres to HMH Organizational competencies and standards of behavior.
    Qualifications:
    Education, Knowledge, Skills and Abilities Required:
    • Associate degree or a minimum of 2 years of previous supervisory experience in a high volume, fast-paced, in-bound call center or customer-facing environment providing customer, member, or patient service OR a current active Patient Access Center team member with 6 months in the role.
    • Excellent verbal and written and interpersonal skills to clearly and effectively communicate with physicians, patients, staff and stakeholders.
    • Direct supervision of a minimum ten (10) employees, included hiring decisions, developmental plans and progressive discipline.
    • Experience interpreting, communicating and enforcing policies and procedures.
    • Strong customer service skills and ability to work both independently and as part of a team.
    Education, Knowledge, Skills and Abilities Preferred:
    • Bachelors' Degree.
    • Previous experience using EPIC system.
    • Proficiency in call center telephone systems.
    • Knowledge of medical terminology, hospital systems, and insurance processes
    • Bilingual-Spanish.
    • Healthcare experience as a Medical assistant or assisting patients in any capacity.
    • Proficiency with PeopleSoft systems.

    If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!
  • 28 Days Ago

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Supervisor, Contact Center
  • HMH HOSPITALS CORPORATION
  • Wall, NJ FULL_TIME
  • Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in c...
  • 1 Month Ago

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Contact Center Supervisor
  • Alpaca Audiology
  • Mountain, NJ FULL_TIME
  • Alpaca Services, LLC, is looking for a motivated and experienced Call Center Supervisor who can coach and inspire both inbound and outbound patient care representatives (“PCR”) in our new Springfield,...
  • 1 Month Ago

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Supervisor Contact Center (E2988)
  • IEEE Corporate
  • Piscataway, NJ FULL_TIME
  • Job Summary The overall purpose of this position is to service IEEE members, volunteers, customers, and direct reports with their IEEE needs while delivering a high-satisfaction experience. The incumb...
  • 1 Month Ago

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Contact Center Supervisor - Client Relations
  • ARI Automotive Rentals Inc
  • Mount Laurel, NJ FULL_TIME
  • At Holman, we exist to provide rewarding careers and better lives for employees and their families. We hire, train, empower, and reward exceptional people. Our journey is guided by our desire to get i...
  • 6 Days Ago

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Inbound Call Center Supervisor
  • MCI Careers
  • Mahwah, NJ FULL_TIME
  • LOCATIONCape Town, ZA JOB TYPEFull-Time POSITION OVERVIEW Job Title: Inbound Call Center Supervisor Job Type: Full-time, Permanent Location: Onsite, Cape Town (US hours) About Us: MCI is a leading Bus...
  • 7 Days Ago

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Contact Center EL Associate
  • S & S Worldwide Inc
  • Colchester, CT
  • Job Description Job Description SEASONAL CONTACT CENTER ASSOCIATE Reports To: Contact Center Supervisor Summary of Respo...
  • 3/28/2024 12:00:00 AM

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Contact Center Supervisor
  • Serenity Healthcare
  • Fort Worth, TX
  • Contact Center Supervisor - Onsite **Location: Fort Worth, TX** Are you ready to lead a team that plays a pivotal role i...
  • 3/28/2024 12:00:00 AM

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Advising Services Operations Manager
  • Zeiders Enterprises
  • Woodbridge, VA
  • Job Title: Advising Services Operations Manager Zeiders is an industry leader in military and family support. Our compan...
  • 3/28/2024 12:00:00 AM

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Bank Contact Center Supervisor
  • State Bank of India (California)
  • Los Angeles, CA
  • Job Description Job Description Our Headquarters located in Downtown Los Angeles is seeking a Contact Center Supervisor ...
  • 3/27/2024 12:00:00 AM

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Lead, Customer Experience Communications
  • MedVantx, Inc.
  • Sioux Falls, SD
  • **Lead, Customer Experience CommunicationsSioux Falls, South Dakota, United States** At Medvantx, we deliver care that g...
  • 3/25/2024 12:00:00 AM

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Member Engagement Supervisor
  • BeneLynk
  • Fort Lauderdale, FL
  • COMPANY OVERVIEW Does the idea of applying your talents at a company that assists people in understanding how to obtain ...
  • 3/25/2024 12:00:00 AM

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Call Center Lead - Full Time
  • Sahara Las Vegas
  • Las Vegas, NV
  • Are you motivated to Have Fun & Make Friends? We are, so if you want to feel excited on your way to work and can't wait ...
  • 3/24/2024 12:00:00 AM

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Manager, Contact Center
  • The University of Miami
  • Miami, FL
  • Current Employees: If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click he...
  • 3/24/2024 12:00:00 AM

New Jersey is bordered on the north and northeast by New York (parts of which are across the Hudson River, Upper New York Bay, the Kill Van Kull, Newark Bay, and the Arthur Kill); on the east by the Atlantic Ocean; on the southwest by Delaware across Delaware Bay; and on the west by Pennsylvania across the Delaware River. New Jersey is often broadly divided into three geographic regions: North Jersey, Central Jersey, and South Jersey. Some New Jersey residents do not consider Central Jersey a region in its own right, but others believe it is a separate geographic and cultural area from the Nor...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Inbound Contact Center Supervisor jobs
$59,694 to $82,492

Inbound Contact Center Supervisor in Utica, NY
All employees are part of one team and all supervisors are supes of that team.
January 17, 2020