Internal Operations Supervisor

TridentCare•Minerva Park, OH

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 2550 Corporate Exchange Drive, Suite 15, Columbus, Ohio 43231. The role will be for an overnight shift, with details 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 our internal data-based program (DDF).
In-depth knowledge of Teletrac.
Familiarity with DDF and Teletrac programs, which are 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 specific 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.
Provides immediate feedback upon completion of call monitoring and audit sessions, offering both positive and constructive 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 work 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, being mindful of departmental requirements.
Completes all performance appraisals on time, 100% of the time.
Monitors ACD screen to ensure all calls are answered in a timely fashion and everyone is in the appropriate status.
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 all call center issues as needed by area supervisors/managers.
Checks inbound fax for orders (e.g., jails, ultrasounds, facility fax orders) and distributes them to the appropriate person for prompt entry.