Supervisor, Call Center, Full time, Days - 10am-6pm, Morristown

Atlantic Health System • Morristown, NJ

8h

About The Position

The Central Scheduling Supervisor is responsible for overseeing the daily
operations of the Central Scheduling team to ensure efficient, accurate and
patient-centered scheduling services. Provides leadership, guidance and support
to the Team Lead, Scheduler II and Scheduler I team members, ensuring adherence
to AHS standards, performance goals and customer service excellence. Nice cXone
experience/ phone system experience highly preferred

Monitors contact center activity, manages staff schedules, conducts quality
audits and implements process improvements to optimize access and scheduling
for our patient population.
Collaborates with ancillary clinical, administrative, technical and
administrative teams to resolve scheduling challenges, streamline workflows
and support strategic initiatives.
Fosters a positive team culture focused on continuous learning,
accountability and delivery excellent patient service.

Nice To Haves

• Nice cXone experience
• phone system experience

Responsibilities

• Supervise staff on day-to-day assignments and completion of all expected work including:
• Supervising daily operations, ensuring timely and accurate handling of calls, scheduling requests and inquiries.
• Developing and maintaining team schedules to ensure adequate coverage during peak hours and high-demand periods.
• Provides direct supervision, coaching, and performance feedback to team.
• Conducting quality call audits and monthly team evaluations to ensure compliance with policies and service standards.
• Assisting with training and onboarding of new staff and ongoing skill development for existing staff.
• Ensuring we meet Contact Center KPIs and POS cash collection goals.
• Builds trust and motivates staff in efforts to maintain a high performing team capable of setting priorities and making sound judgments.
• Generating performance metrics reports inclusive of operational KPIs, team member productivity and quality measures.
• Escalation and troubleshooting to support operations
• Completes interviews and hiring, as required, to ensure team is fully staffed.
• Cross coverage of all departmental assignments and assisting with projects as required

Benefits

• Medical, Dental, Vision, Prescription Coverage (22.5 hours per week or above for full-time and part-time team members)
• Life & AD&D Insurance.
• Short-Term and Long-Term Disability (with options to supplement)
• 403(b) Retirement Plan: Employer match, additional non-elective contribution
• PTO & Paid Sick Leave
• Tuition Assistance, Advancement & Academic Advising
• Parental, Adoption, Surrogacy Leave
• Backup and On-Site Childcare
• Well-Being Rewards
• Employee Assistance Program (EAP)
• Fertility Benefits, Healthy Pregnancy Program
• Flexible Spending & Commuter Accounts
• Pet, Home & Auto, Identity Theft and Legal Insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees