Contact Center Operations Supervisor
About The Position
The Contact Center Operations Supervisor is a leader of an operational team who creates a team environment that delivers superior customer service by hiring and developing high performing and engaged talent. Acts as a subject matter expert and a point of escalation to remove barriers, meet KPIs and the successful obtainment of goals. Is a champion of continuous improvement and implementing best practices. Join Our Team as a Contact Center Operations Supervisor! We are seeking an organized and driven leader to join our Contact Center as an Operatins Supervisor. If you're passionate about providing exceptional care and want to work in an environment that values growth, we’d love to hear from you!
Requirements
- Demonstrated work experience in the health care industry, contact center, or applicable equivalency.
- Demonstrated ability to effectively lead a team and collaborate with others.
- Demonstrated highly effective written and verbal communication skills and effective interpersonal skills as well as the proven ability to resolve conflict, be an effective coach, and team builder in a leadership capacity.
- Demonstrated ability to be highly motivated, responsible, and organized. Knowledge and applicable work experience.
- Working knowledge of Microsoft Office 365, telephone equipment and relevant computer programs.
- Demonstrated ability to organize, prioritize, supervise, and work independently on projects
Nice To Haves
- Bachelor's degree in a business or health related course of study obtained through an accredited institution. Education is verified.
- Three years of work experience in the health care industry, contact center, or applicable equivalency
- One year of supervisory experience in a health care environment.
- Demonstrated knowledge of process improvement principles and effective project management skills (from brainstorming to implementation) through daily work assignments.
- Experience with workforce management and performance management
Responsibilities
- Responsible for hiring, onboarding, and the development of talent (e.g. training, mentoring, knowledge, skills, tools); provides support, coaching and corrective action, career planning and progression; and is accountable for creating a team culture of engagement, compassion, and diversity.
- Manages team expenses, including labor budget allocations, overtime, scheduling and budgeted hours, timecard approval and oversight, and oversight of compensation and incentives.
- Demonstrates a high level of leadership acumen (e.g. excellent communication, approachable, follows through on commitments, trustworthy, purposeful); and subject matter expertise, representative for organization, project management, and serves as an escalation point and helps to solve problems and remove barriers.
- Responsible for the operational workflow / performance of the team including employee metrics, department and company KPIs, obtainment of goals, continuous improvement, compliance to rules and regulations, and the delivery of superior service.
- Demonstrates subject matter expertise regarding contact center roles and responsibilities and may be required perform the role of a front-line caregiver, including all essential duties and responsibilities of any position within operational business need.
Benefits
- Comprehensive benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
