Supervisor, Call Center

Mass General Brigham•Somerville, MA

1d•$79,560 - $115,721•Hybrid

About The Position

The Neurology Contact Center Supervisor is an essential leadership role responsible for managing a group of remote specialty schedulers to maintain a high standard of patient-centered care. This position requires an individual with effective communication, critical thinking, and organizational abilities who can work in a fast-paced setting and has experience in leadership roles.

Requirements

Proven ability to supervise, motivate, and develop a remote team.
Prior experience in a leadership role within a contact center or call center environment is required.
Deep understanding of staffing models, performance metrics, and best practices.
Experience managing service levels and problem-solving to improve results is essential.
Proficiency with contact center systems and technology, including Microsoft Office, Epic, Calabrio, Finesse, and workforce management tools.
Customer Service Experience 5-7 years required
Call Center Experience 3-5 years required
Exceptional telephone etiquette and customer service skills.
Exceptional customer service, active listening, and verbal and written communication skills.
Understanding of company products, services, and policies.
Proficiency with computers, especially with CRM software, and strong typing skills.
Strong time management and decision making skills.
Strong leadership and supervisory skills.

Nice To Haves

Associate's Degree Related Field of Study preferred
Leadership/Supervisory Experience 2-3 years preferred

Responsibilities

Provide ongoing coaching, mentoring, and support to front-line specialty schedulers to ensure exceptional customer service and operational effectiveness.
Foster a positive team environment by promoting open communication, collaboration, and acknowledging achievements.
Monitor and evaluate team performance, conduct regular reviews, and implement corrective actions as needed.
Manage day-to-day operations, ensuring productivity and quality standards are met.
Collaborate and actively work with partners to improve workflows and support organizational goals.