Internal Operations Supervisor

TridentCare•Carrollton, TX

1d•$56,120 - $66,120•Remote

About The Position

This is a remote position. Candidates must reside within 50 miles of the office location at 3424 Midcourt Road, Suite 112, Carrollton, Texas 75006. The role is for an overnight shift, with details to be discussed during the interview.

Requirements

2 – 3 years of proven leadership ability within a call center environment.
Ability to add, subtract, multiply, and divide in all units of measure.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Strong working knowledge of Microsoft business tools such as Excel, PowerPoint, Word.
Ability to learn internal data-based programs (DDF).
In-depth knowledge of Teletrac.
Understanding that DDF and Teletrac programs are unique to Mobilex and essential for monitoring call center staff performance.

Responsibilities

Ensures all call center employees adhere to established work schedules.
Optimizes employee productivity by establishing work schedules based on call center workflow.
Listens with respect so that employees feel heard and appreciated.
Communicates in a clear, concise, and effective manner, building consensus and being open to diverse points of view.
Facilitates a climate that promotes a healthy exchange of ideas and allows employees to feel good about their contributions.
Monitors employee productivity and meets with individuals whose productivity is below standard.
Sets goals and works with employees towards their attainment, acting as a mentor and coach.
Assesses individual needs and establishes development plans.
Sets corrective action plans when appropriate to improve individual performance.
Ensures team understands and executes all departmental and organizational policies and procedures.
Monitors a minimum of 2 calls per person per month and reviews audits performed by trainers, providing immediate feedback.
Demonstrates exceptional teamwork, as the department's effectiveness depends on the collective efforts of the management team.
Maintains a continuous improvement mindset, constantly looking for and recommending better methods.
Demonstrates outstanding customer service skills.
Handles difficult and complex questions regarding policies and procedures.
Handles incoming phone calls when necessary.
Schedules PTO and overtime requests, mindful of departmental requirements.
Completes all performance appraisals on time.
Monitors ACD screen to ensure timely call answering and appropriate status for all employees.
Monitors the un-dispatched by priority screen in DDF.
Ensures screen 19 is reviewed and STAT cases are handled or escalated appropriately.
Assists area managers with call recording tool requests and follows up on call center issues as needed by area supervisors/managers.
Checks inbound fax for orders (jails, ultrasounds, facility fax orders) and distributes them for prompt entry.