Supervisor, Call Center

Mass General Brigham • Somerville, MA

3d • $78,000 - $113,454 • Remote

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

• Leadership Experience: 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.
• Contact Center Operations: Deep understanding of staffing models, performance metrics, and best practices. Experience managing service levels and problem-solving to improve results is essential.
• Technology Knowledge: Proficiency with contact center systems and technology, including Microsoft Office, Epic, Calabrio, Finesse, and workforce management tools.
• High School Diploma or Equivalent required
• 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.

Nice To Haves

• Associate's Degree Related Field of Study preferred
• Leadership/Supervisory Experience 2-3 years preferred
• Strong leadership and supervisory skills.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees