Contact Center Supervisor

USA Clinics Group•Northbrook, IL

2d•Onsite

About The Position

The Contact Center Supervisor is responsible for driving results within the Patient Registering and Scheduling call center. You will be responsible for supervising the team, processes and scripts to produce the most efficient, effective and highest possible results. This involves effective coaching, development, reporting and performance management that will yield week-over-week improvements. Must be comfortable in working in a fast paced environment, with weekly and monthly KPI's and targets. This position is ONSITE in our Northbrook, Illinois corporate office.

Requirements

High School Diploma or equivalent, required
2+ Years of contact center supervisory or lead experience
Demonstrated experience handling escalated callers, service issue, and employee conflicts.
Must have a roll-up your sleeves can do attitude: We are not a culture of delegation.

Nice To Haves

Fluent in Spanish, preferred

Responsibilities

Provide daily direction and communication to employees to ensure calls are answered in a timely, efficient, professional, and knowledgeable manner - while achieving desired results.
Coaches' employees to reached desired sales goals and targets, while navigating through pivots, objections and rebuttals.
Monitors employee performance to assure that all goals are achieved.
Takes corrective action, and counsels' employees on performance, attendance and other areas of improvements.
Continuously review scripts and communications while developing enhancements and improvements.
Partner with Senior Leadership to develop contests and employee recognition programs to spur healthy competition, team environment and a positive service atmosphere.
Handles and resolves escalated patient calls and inquiries.
On occasions: Lead by example and fill-in for callers and handle the day-to-day tasks.
Ability to interpret call center reports on abandon rates, inbound calls, outbound and overall call volume.
Ability to derive staffing and coverage needs based on overall call volume.
Ability to interpret call center statistics and adjust staffing levels to handle projected call levels.
Ability to coach, mentor and train call center analysts
Implement measurements/KPI’s designed to benchmark call center performance.
Translate for business purposes how call volume in an out bound correlates to business performance.