CONTACT CENTER SUPERVISOR

Nevada Health Centers I•Las Vegas, NV

8d•$49,213 - $61,505

About The Position

The Contact Center Supervisor oversees day-to-day operations of the call center department under the direction of the Contact Center Manager. The role manages the daily activities of the contact center team, ensures staff receive adequate training, and performs call audits. The supervisor supports contact center strategies to improve systems and processes so patients receive the best experience when accessing contact center services. Working closely with practice managers, providers, and leadership, the supervisor helps maintain and enhance service excellence across the organization. The supervisor oversees staffing, employee development, performance, call queues, reporting, equipment, and operational quality. The role also works with the manager and organizational leaders on contact center strategies, systems, financial objectives, and process improvements, and represents Nevada Health Centers by articulating its mission and services.

Requirements

At least three years of experience in a contact center environment.
Bachelor’s degree or equivalent experience in a healthcare setting.
Bilingual in English and Spanish.

Nice To Haves

At least three years of experience working in a call center environment.
At least one year of previous management experience.
Exceptional customer service leadership skills.
Detail-oriented, with the ability to handle multiple and shifting priorities.
Process-oriented, with the ability to evaluate, design, and implement efficient and effective processes.
Excellent written and verbal English and Spanish communication and interpersonal skills.
Excellent ability to problem-solve, de-escalate, resolve conflict, and perform service recovery.
Ability to work flexible hours, including evenings and weekends.
Ability to manage and prioritize multiple tasks in a multidisciplinary environment.
Creative, independent team player capable of working within an organizational structure.
Excellent data entry, oral and written communication, mathematical, PC literacy, keyboard, and problem-solving skills.
Demonstrated ability to produce high-quality work consistently.

Responsibilities

Provide exceptional customer service and execute patient-satisfaction efforts.
Create a positive work environment and handle grievances as needed.
Support clinic and call center team members in providing excellent service.
Interview and hire employees in accordance with organizational procedures.
Monitor daily call queues and ensure staffing levels appropriately match call volume.
Collaborate with Chief Medical Officers, clinical leaders, and operational leaders to develop and maintain an escalation process for callers needing more urgent support.
Administer employee disciplinary actions as necessary after consulting with Human Resources.
Evaluate, manage, and coordinate staffing to ensure it is appropriate, meets budget requirements, supports efficient flow, and delivers excellent service.
Organize and conduct staff meetings, huddles, and rounding.
Orient, train, assign, coach, counsel, and discipline employees; administer time and attendance systems; communicate job expectations; review job contributions and compensation actions; and enforce policies and procedures.
Ensure call center information, training, and operations systems are consistently updated with organizational changes and communications.
Work with the manager on operational strategies, needs assessments, performance reviews, capacity planning, cost-benefit analyses, technology evaluation, user requirements, technical specifications, and operating standards.
Work with the manager to develop contact center systems, customer interaction and voice-response systems, voice networks, user interfaces, phone-tree mapping, user acceptance test plans, and implementation plans.
Monitor system performance; identify and resolve problems; prepare and complete action plans; conduct system and staff audits and analyses; manage process improvement and quality assurance programs; and install upgrades.
Assist the manager in meeting financial objectives by estimating requirements, analyzing variances, and initiating corrective actions.
Prepare daily, monthly, and annual performance reports by collecting, analyzing, and summarizing data and trends.
Maintain equipment by evaluating and installing equipment, developing preventive maintenance programs, arranging repairs, and evaluating and implementing upgrades.
Accept ownership for accomplishing organizational goals and new or different requests, and explore opportunities to add value.
Represent Nevada Health Centers and articulate its mission and services.