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)
Remote Call Center Supervisor - AdventHealth Medical Group Call Center
All the benefits and perks you need for you and your family:
Our promise to you:
Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.
Shift: Monday - Friday, Day Shift
Location: Remote position (only local applicants will be considered; 100% local training and ongoing local staff meetings required)
The role you’ll contribute: The Call Center Supervisor is responsible for the day-to-day operational success of their assigned pod. The pods are responsible for handling all scheduling phone calls for a multi-practice group of specialty physicians. The supervisor is responsible to provide support, including compliance, auditing, and ensuring cost-effective, high-quality customer service for all patients/callers. Responsible for meeting customer service targets as well as planning areas of improvement or development. Works to create an environment of efficient operations in cooperation with the appropriate support systems to provide timely and accurate information as needed. Determines call center/pod operational strategies by conducting needs assessments, performance reviews and capacity planning. The supervisor will contribute information and analysis to aid in organizational strategic plans. Will be super-user in EHR system and Five9 telephony system. Responsible for ensuring the consistent and appropriate interpretation, evaluation and application of policies and procedures.
Call center supervisor will ensure that calls are answered by staff according to established key performance indicators and in an appropriate manner. Monitors and reports daily and weekly reports to provide training opportunities for agents. Provides ongoing education to agents on customer service techniques. Promotes and develops effective and efficient communication in order to promote a positive work environment and optimal operational workflow.Monitors and reports productivity, quality and customer service. Promotes and develops effective and efficient communication in order to promote a positive work environment and optimal operational workflow.
The value you’ll bring to the team:
The expertise and experiences you’ll need to succeed:
Minimum qualifications:
Preferred qualifications:
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