Contact Center Supervisor

Mass General Brigham•Westwood, MA

3d•$58,136 - $84,656•Hybrid

About The Position

Responsible for managing and overseeing the daily operations of a team of customer service representatives handling inbound and outbound customer interactions. Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Requirements

2-3 years experience in a supervisory or leadership role in a contact center or customer service environment required
Strong knowledge of contact center operations, including inbound and outbound call handling, email and chat support, and customer relationship management (CRM) systems.
Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and stakeholders at all levels.
Strong analytical and problem-solving abilities, with the capacity to analyze data, identify trends, and make data-driven decisions.
Proficient in using contact center technology and tools, such as workforce management software, call routing systems, and quality monitoring platforms.
Demonstrated ability to lead and motivate a team, fostering a positive work environment and driving employee engagement.

Nice To Haves

Bachelor's Degree preferred

Responsibilities

Manage and supervise a team of customer service representatives in a contact center environment, including hiring, training, coaching, and performance management.
Monitor and evaluate team performance to ensure adherence to established service level agreements (SLAs), quality standards, and key performance indicators (KPIs).
Provide guidance, support, and feedback to team members, conducting regular coaching sessions and performance reviews to enhance their skills and drive continuous improvement.
Foster a positive and collaborative team environment, promoting teamwork, engagement, and a customer-centric mindset.
Monitor and manage inbound and outbound customer interactions to ensure efficiency, accuracy, and adherence to established protocols and procedures.
Collaborate with other departments, such as training, workforce management, and quality assurance, to optimize contact center operations and enhance overall performance.