Call Center Contact Supervisor

Brown Medicine•Providence, RI

19h•$50,523 - $83,346•Onsite

About The Position

Under the general supervision of the Contact Center Manager, this role coordinates the activities of the Call Center and supervises Contact Center Associates and Clinic Schedulers. The position participates in the development of policies and procedures related to assigned departmental activities, including process improvements. Brown University Health employees are expected to successfully role model the organization’s values of Compassion, Accountability, Respect and Excellence, as these values guide our everyday actions with patients, customers and one another. In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done. The core Success Factors include: Instill Trust and Value Differences, Patient and Community Focus, and Collaborate. In addition, our leaders will demonstrate an aptitude for: Ensure Accountability and Build Effective Teams, Drive Vision and Purpose, and Optimize Work Processes. By applying core and leadership competencies, leaders help Brown University Health achieve its strategic goals.

Requirements

Equivalent to a High School Diploma
Minimum 5 years of experience in a Contact/Call Center Environment.
Excellent communications / language skills.
Computer Skill Level: Proficient

Nice To Haves

Supervisory experience Preferred

Responsibilities

Interviews, hires, assigns, trains and evaluates staff.
Provides guidance and enforces a continuous Contact Center Associate training program.
Analyzes employee productivity reports, absence reports and performance for quality and performance improvement.
Maintain a procedure manual to define the Contact Center and the Contact Center associates’ responsibilities.
Recommend and draft new or revise policies and procedures as needed.
Conducts periodic individual and/or group staff meetings; maintains minutes.
Keep all sources of information updated, orderly and accessible.
Respond to and resolve customer (internal and external) complaints about Contact Center services.
Monitor expenses against budget; prepare payroll; order supplies.
Perform duties of a Contact Center associate when necessary.
Maintain quality assurance, safety, environmental and infection control in accordance with established hospital department policies, procedures and objectives.
Provide a positive work environment.
Provide support and positive feedback.
Must be flexible.
Perform other related duties as required.