Contact Center Supervisor

Nevada Health Centers I • Las Vegas, NV

7d

About The Position

The Contact Center Supervisor oversees the day-to-day operations of the call center department under the direction of the Contact Center Manager. The supervisor manages daily team activities, ensures staff receive adequate training, performs call audits, and supports strategies to improve systems and processes so patients have a positive experience accessing contact center services. The role works closely with practice managers, providers, clinical and operational leaders, and organizational leadership to maintain and enhance service excellence. It also represents Nevada Health Centers and articulates 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 necessary.
• 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 match call volume.
• Collaborate with chief medical officers and clinical 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 meet budget requirements and support efficient operations and 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 employee contributions and compensation actions; and enforce policies and procedures.
• Ensure call center information, training, and operations systems are updated with organizational changes and communications so staff provide accurate information and support operational goals.
• Assist the manager with operational strategies, including needs assessments, performance reviews, capacity planning, cost-benefit analyses, technology evaluation, user requirements, technical specifications, performance standards, and organizational planning.
• Assist the manager in developing contact center systems, including customer interaction and voice-response systems, voice networks, user interfaces, phone-tree mapping, user acceptance testing, and implementation planning.
• Monitor system performance; identify and resolve problems; complete action plans, 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 of organizational goals and new requests, and seek opportunities to add value.
• Represent Nevada Health Centers and articulate its mission and services.

Benefits

• Competitive compensation with annual merit increases.
• Company-sponsored PPO medical plan and buy-up option.
• Vision and dental plans.
• 403(b) retirement plan with employer match.
• Generous time-off policy.
• Ten paid holidays plus one floating holiday.
• Company-paid life and AD&D insurance.
• Company-paid long-term disability policy.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level