Outbound Contact Center Supervisor supervises employees who place telephone calls or other interactions to potential customers. Monitors and evaluates interactions and workflow to ensure that performance standards and the volume target are met. Being an Outbound Contact Center Supervisor is responsible for the daily activity of contact center policies and procedures including meeting contact center operational standards, maintaining employee service levels, improving quality service, preparing reports, keeping equipment operating, maintaining professional and technical knowledge, and accomplishing organizational goals. May require a bachelor's degree. Additionally, Outbound Contact Center Supervisor typically reports to manager or head of a unit/department. Working team member that may validate or coordinate the work of others on a support team. Suggests improvements to process, is a knowledge resource for other team members. Has no authority for staff actions. Generally has a minimum of 2 years experience as an individual contributor. Thorough knowledge of the team processes. (Copyright 2024 Salary.com)
Supervisor, Contact Center
- (3284067)
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
Qualifications
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.