Supervisor, Call Center - Call Center - Full-Time

Woman's Hospital•Baton Rouge, LA

17h•Onsite

About The Position

The Call Center Supervisor is responsible for the day-to-day operations of the Call Center such as hiring, coaching, conducting evaluations, training staff, client billing, and creating and approving staff schedules. Works with clients to onboard and build profiles. Works with doctors on SPOK Mobile, ensures that on-call schedules are built properly, gets contracts, updates doctor/account orders, evaluates statistics, produces reports and monitors the system. Works closely with the Operators, Lead Operator, Code Committee chairperson and any other area inside and outside the hospital. Has a good speaking voice and the ability handle multiple duties while remaining calm and focused especially in peak traffic times. Is able to maintain a work schedule that meets Call Center and hospital needs.

Requirements

High school diploma.
Four years in a call center environment, or equivalent, with two years in a leadership role.
Has a good speaking voice and the ability handle multiple duties while remaining calm and focused especially in peak traffic times.

Nice To Haves

Management experience preferred.

Responsibilities

Oversee the day-to-day operation of the department. This includes staff needs, training, issues, client needs and hospital needs.
Ensure daily communication of changes as needed.
Maintain a work schedule that meets Call Center and hospital needs.
Conduct staff evaluations with supporting information from monthly Operator stats and Lead Operator feedback.
Work with Operators to achieve their potential and shape the direction of the department.
Help Operators set and achieve their KPIs.
Review reports for traffic and client volumes daily while charting trends monthly/yearly and relay to Leadership as well as KPI targets.
Working with the Lead Operator, audit calls in MediCall and Higher Ground on a daily basis.
Serve as backup to send the staff error messages.
Create client profiles working with Communications to get call forwarding numbers as needed.
Train Operators on new accounts and work with clients to transition over to Woman's On Call Answering Service.
Set up clients for SPOK Mobile.
Work with physicians directly.
Run call volumes and abandoned rates daily.
Run statistic reports for billing regarding call information.
Enter payroll and maintain time and attendance for staff.
Any other duties as assigned by Woman's Hospital.