Call Center Operations Supervisor

Telligen•Oak Brook, IL

2d•$61,000 - $77,000•Hybrid

About The Position

The Call Center Operations Supervisor oversees call center performance and ensures that client and staff performance measures are met. The role monitors staff scheduling, customer service levels, productivity, and operational reports, and ensures objectives are completed accurately and on time in accordance with contractual and company requirements. The supervisor selects, develops, and manages employees, promotes accountability through observation and feedback, and follows Telligen’s management philosophy of coaching, engaging, and supporting employees to achieve results. Working with management team members, the supervisor identifies cost-effective methods and recommends process changes or automation to improve efficiency and reduce costs. The role also monitors call center industry trends and recommends improvements that support company goals. Other duties may be assigned.

Requirements

Two-year degree in management, business, or a related field, and/or equivalent training and/or experience in a healthcare environment.
Three years of experience in a customer service, scheduling, or healthcare operations environment.
Demonstrated experience in a mentoring and supervisory-type role.
Positions working on specific contracts may require U.S. citizenship.

Nice To Haves

Strong analytical thinking skills and sound judgment.
Ability to plan and organize.
Leadership skills in directing others.
Customer service experience and technical expertise.

Responsibilities

Oversee client and staff performance outcomes and ensure performance measures are met.
Oversee staff scheduling, customer service levels, productivity, and operational reports.
Ensure objectives are achieved accurately and on time in accordance with contractual and company requirements.
Select, develop, and manage employees to support individual, team, and organizational success.
Promote employee accountability through routine observation, performance measurement, and feedback.
Coach, engage, and support employees in accordance with Telligen’s management philosophy.
Work with management team members to identify cost-effective methods and recommend process changes or automation to improve efficiency and reduce costs.
Monitor call center industry trends and recommend improvements that support company strategic goals and objectives.
Perform miscellaneous duties as assigned.