Inbound Contact Center Supervisor jobs in Oklahoma

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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Director, Contact Center Operations
  • RadNet
  • Tulsa, OK FULL_TIME
  • Job Summary

    The Director of Contact Center Operations (DCCO), based in Tulsa, Oklahoma executes RadNet's mission by providing leadership, direction and oversight of the Tulsa Contact Center management teams, which support RadNet's West Coast Operations. The DCCO will collaborate with key internal and external partners to enable the achievement of service level goals and standards by transforming and energizing Contact Center Representatives (CCR) and continually enhancing the service strategy in alignment with the changing needs of our business, patients, referring physicians, and customers. This person is responsible for: ensuring performance and service metrics are consistently met, driving improvements in customer satisfaction, employee development and retention and for setting the tone for culture, performance and reputation.

    Essential Duties and Responsibilities

    • Lead, develop and mentor the management team in our mission to establish and maintain the best, industry leading operational practices at our Contact Centers by creating an environment where our Contact Center Representatives can experience growth and success.
    • Collaborate with Operational Leadership and WFM teams to develop and track key performance indicators and metrics such as abandon rates, average speed of answer, service level, talk utilization, average work time, etc.
    • Track and analyze Contact Center performance versus service goals & metrics; issuing regular reports to the Operational Management team, including recommended actions to ensure we meet or continue to meet our goals.
    • Advise Senior leadership regarding trends, problems, and issues as well as recommended course of action; ensure timely communication; participate in the development and implementation of solutions
    • Regularly monitor and report to Senior leadership performance reports and data to inform decision-making, process design or improvement and program modification or implementation; taking timely corrective action and following-up to ensure positive outcomes.
    • Collaborate with QC team to develop and implement a Quality Control program focused on customer service excellence and higher level of patient/referring physician satisfaction by ensuring that our CCR's are adhering to RadNet policies and practices and are receiving constructive feedback and tools to maintain or improve performance.
    • Collaborate with Contact Center Management & QC teams to address and resolve any gaps within service delivery, performance metrics, patient/referring physician satisfaction, retention, quality and compliance.
    • Partner with Talent Acquisition team to recruit and hire Contact Center team members that exemplify RadNet values and culture, while continually assessing department structures and creating opportunities for growth.
    • Collaborate with Training team to develop new hire and remedial training programs that will enable our Contact Center Representatives to succeed in their role.
    • Maintain ultimate responsibility of Contact Center Office Operations, in collaboration with HR, Materials Management, IT, Telecom, Operations, Compliance and other departments.
    • Identify opportunities and provide strategic planning for the Contact Centers to drive administrative efficiencies, emphasizing cost-containment, quality, compliance and accuracy; create buy-in among the staff and implement process and system improvements and standards.
    • Develop and sustain a culture of customer service excellence, including measurement and continuous improvement.
    • Build a team environment through regular contact, communication and meetings with staff and the management team.
    • Evaluate, manage, support, strengthen and mentor direct reports through the use of one on ones, team meetings, performance evaluations and other means; identifying areas of opportunity and growth for the individual(s).
    • Serve as business partner to assist with implementations of any new technology infrastructure, including the hardware, software, and telephony required; work to leverage the latest RadNet technologies (RIS, Nudge, Web, Email) to champion timely, high-quality patient, referring physician and internal customer experience.
    • Manage BPO teams to ensure performance metrics and quality standards are met.
    • Maintain a current knowledge base with regard to Contact Center workflows, company policies and federal and state regulations, including HIPAA, to ensure Contact Center teams are in compliance with all regulations.
    • Occasional travel throughout the West Coast, primarily, but not exclusively between Oklahoma, California and Arizona.

    PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.

    Requirements:

    Minimum Qualifications, Education and Experience

    • Understands how external forces in the healthcare industry affect operations and revenues.
    • Ability to exercise a high degree of initiative, judgment, discretion and decision-making to achieve department and organizational objectives.
    • Ability to communicate effectively through verbal and written communication.
    • Ability to share information effectively and provide appropriate direction to team members.
    • Ability to delegate responsibility and authority to team members.
    • Knowledge of state and federal health and safety regulations.
    • Knowledge of developing budgets, general computer skills, and Microsoft Office knowledge.
    • Demonstrates leadership skills in interactions with peers in senior management.
    • Maintains a “team” mentality as a member of senior management.
    • A four-year degree in business administration or health care administration is preferred.
    • Six or more years of experience in the Contact Center industry and management experience is preferred.
    • A valid driver's license and an acceptable driving record are required.

    Quality Standards

    • Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, patients, visitors, and vendors.
    • Demonstrates initiative, personal awareness, professionalism and integrity, and exercise confidentiality in all areas of performance.
    • Attends regular corporate meetings as requested.
    • Follows OSHA regulations, RadNet and site protocols, policies and procedures.
    • Follows HIPAA, compliance, privacy, safety and confidentiality standards at all times.
    • Practices universal safety precautions.
    • Promotes good public relations on the phone and in person.
    • Adapts and is willing to learn new tasks, methods, and systems.
    • Reports to work regularly as scheduled; consistently punctual with respect to working hours and lunch schedules, and maintains satisfactory personal attendance in accordance with RadNet guidelines.
    • Completes job responsibilities in a quality and timely manner.

    Physical Demands

    This position often requires sitting, standing, walking, bending, twisting, reaching with hands and arms, using hands and fingers, handling, or feeling, speaking, listening, and high-level cognitive thinking. Also, must be able to lift up to 10 pounds occasionally. The position requires the ability to travel, drive a vehicle, and utilize other forms of transportation.

    Working Environment

    An office setting associated with patient care areas and environments.

    RadNet is an equal employment opportunity employer and treats all applicants and employees in a fair and non-discriminatory manner without regard to race, color, religion, sex (including pregnancy), gender, gender-identity, national origin, ancestry, genetic information, citizenship, age, mental or physical disability, veteran/military status, qualified disabled veteran, marital/ domestic partnership status, religious creed, medical condition, sexual orientation, political activity, or any other characteristic protected by federal, state or local laws.

  • 9 Days Ago

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CONTACT CENTER AGENT
  • AMERICAN HERITAGE BANK
  • Sapulpa, OK OTHER
  • Job Details Job Location: Sapulpa Main Bank - Sapulpa, OK Position Type: Full Time Salary Range: Undisclosed Travel Percentage: None CONTACT CENTER AGENT - BILINGUALJob Title: Contact Center Agent Dep...
  • 10 Days Ago

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Contact Center Representative
  • Jackson Hewitt - 2290
  • Idabel, OK PART_TIME
  • At Jackson Hewitt, and its independently owned and operated franchisees, we provide an invaluable service in guiding our clients through the tax codes, rules, and processes. We do this with integrity,...
  • 1 Month Ago

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Omni Channel Contact Center Agent
  • Vyve Broadband
  • Shawnee, OK FULL_TIME
  • Get paid to talk, listen, and resolve issues!!Remote Contact Center Agent (salary range - $29,000.00-$35,000.00 annually, PLUS annual bonus of 5% of base pay) Amazing Benefits: Courtesy cable, interne...
  • 18 Days Ago

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Temporary Hurricane Contact Center Agent
  • MCI Military Recruitment
  • Oklahoma, OK TEMPORARY
  • POSITION OVERVIEW IMMEDIATE OPENINGS - HURRICANE RELIEF AGENTS MCI is seeking agents to work as needed in response to disaster relief efforts. This is a temporary, remote position contingent on hurric...
  • 19 Days Ago

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Temporary Hurricane Contact Center Agent
  • MCI Jobs
  • Oklahoma, OK TEMPORARY
  • POSITION OVERVIEW IMMEDIATE OPENINGS - HURRICANE RELIEF AGENTS MCI is seeking agents to work as needed in response to disaster relief efforts. This is a temporary, remote position contingent on hurric...
  • 20 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

Oklahoma is the 20th-largest state in the United States, covering an area of 69,899 square miles (181,040 km2), with 68,595 square miles (177,660 km2) of land and 1,304 square miles (3,380 km2) of water. It lies partly in the Great Plains near the geographical center of the 48 contiguous states. It is bounded on the east by Arkansas and Missouri, on the north by Kansas, on the northwest by Colorado, on the far west by New Mexico, and on the south and near-west by Texas. Much of its border with Texas lies along the Southern Oklahoma Aulacogen, a failed continental rift. The geologic figure defi...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Inbound Contact Center Supervisor jobs
$50,135 to $69,283

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