Contact Center Supervisor

Chicago Lighthouse for People Who Are Blind or Visually Impaired•Chicago, IL

3d•Hybrid

About The Position

The Contact Center Supervisor (Supervisor) is responsible for direct oversight of a team of contact center agents in a world-class, high-performance contact center environment centered on the patient and family experience that contributes to the customer satisfaction and retention, exceptional quality and value, and financial health of the organization. This position requires high quality customer service assistance when responding to inquiries pertaining to the Health System. Supervisors will provide leadership to address complex patient scheduling and registration issues, handling of calls related to patient concerns, and departmental workflow issues utilizing all available informational tools and websites. Supervisors will provide continuous feedback related to agent performance and develop learning plans, in coordination with the Quality & Training Manager, to focus on opportunities for improved customer service.

Requirements

Associate’s degree and/or equivalent experience commensurate with that in a business setting or a related field required,
Two years’ experience working in a contact center or service environment required,
Ability to effectively work within established contractual turnaround times,
Detail oriented, as well as ability to manage multiple tasks with follow-up skills,
Advanced proficiency with MS Office applications,
Ability to work well under pressure making sound decisions quickly in a fluid, fast business environment,
Must have demonstrated excellent interpersonal and communication skills and the ability to organize simultaneous tasks,
Commitment to our mission of providing opportunities for people who are visually impaired, blind, deaf-blind, or blind with additional disabilities is essential,
Must have a smart phone to download and use an authentication application to gain access to the client data platform.
The training will consist of in-house training onsite.
All team members will be required to attend scheduled in-house trainings sessions, coaching, and performance sessions.

Nice To Haves

Three years of Health Care experience preferred

Responsibilities

Adhere to the Privacy Act and HIPAA as it relates to the confidentiality of information released;
Maintain up-to-date knowledge of the client policies and procedures as they apply;
Lead, motivate, and coach team members and provide consistent and constructive feedback to team members;
Train, develop or identify representatives’ training and resource needs;
Consistently monitor the quality and quantity of work performed by the department and the individuals within the lead’s team;
Use specialized knowledge of guidelines and regulations to provide guidance and advice to contact center representatives and customers;
Ensure department and related organization activities are in compliance;
Plan, develop and administer departmental procedures, policies and standards, ensure organization policies and procedures are communicated and practiced;
Assists with developing appropriate measures or standards for performance and uses these to monitor, evaluate and continuously improve department service and work performance;
Participate in interviews to identify quality candidates;
Excel in all functions performed by Contact Center Representatives;
Performs other duties as assigned by Manager;
Direct oversight of contact center agents and their responsibilities includes but is not limited to: Randomly listen in on calls; Establish communication with agent; Resource for questions, issues, or concerns; Inform manager of performance issues or needs; Assist with agent training; Assist with assistive technology needs and issues; Initial performance review of agents and applicable documentation; Research inquiries and correct mistakes; Approve time off requests and payroll; Provide disciplinary action as needed; Any other duties deemed necessary by Supervisor.