Supervisor, Customer Contact Center

South Shore Health•Weymouth, MA

1d•$79,600 - $113,800•Onsite

About The Position

The IT Customer Contact Center Supervisor (CCCS) efforts to deliver standardized daily operations of a team tasked with delivering superior customer service in a call center environment. This individual must be able to develop, implement, maintain / support call center activities and provides expertise on defined service delivery reporting statistics. The CCCS will be responsible for the coordination of daily call center activities including scheduling (24/7 coverage, PTO..etc), daily operational huddles while providing direction to CCC Coordinators and Customer Service Representatives around call handling, problem escalation and management, as well as project-related activities. The CCCS will be responsible for keeping the IT Support Services Manager abreast of any daily issues or escalations that occur and collaborate on staff scheduling related issues.

Requirements

Strong communications skills including the ability to build relationships and effectively communicate with project teams and key clinical stakeholders, including business services, nurses and physicians.
Flexible team player with strong project management and organizational skills with ability to establish and achieve goals and maintain timelines.

Responsibilities

24/7 Staff Scheduling.
In collaboration with the Coordinators ensures operational efficiencies of the Customer Contact Center Staff.
Collaborates with Trainer on all changes to software, hardware, new support services, policies and customer service skills.
Responds to and resolves escalated problems or complaints raised by physicians, patients, staff and answering service clients.
Responsible for ensuring accuracy as collaboratively decided upon with physicians and their staff for Answering Service clients as well as internal customers.
Prepares reviews and modifies employee schedules; authorizes time off for employees and maintains on call schedules for staff.
Monitors, observes and modifies call flow, makes real time adjustments in order to maintain the departmental call standards.
Performs necessary system redundancy checks, maintains downtime material, performs necessary duties throughout day to maintain downtime schedules/client information.
Participates in continued learning and possess a willingness and ability to learn and utilize new technology and procedures that continue to develop in their role and throughout the organization.
Embraces technological advances that allow us to communicate information effectively and efficiently based on role.
Is recognized as a positive role model, participates in motivating and enhancing moral of the team by inspiring and motivating team members to surpass potential.
On-call requirement which involves 24/7 coverage on a rotating schedule.
Performs other duties as assigned.
Personal transportation for local travel between SSHS sites.
Participate in varying schedules as assigned.
Participate in emergency and on-call coverage as assigned.