Supervisor, OHMG Access Center - Downtown Orlando

Orlando Health • Orlando, FL

83d

About The Position

The Supervisor, Corporate Call Center directs, administers, coordinates and supervises staff in the operation of computerized telephony systems in the Orlando Health Corporate Call Center. The Supervisor, Corporate Call Center is primarily charged with the following functions.

Requirements

• High School Diploma or equivalent required.
• Three (3) years’ experience in large PBX/telephone/answering service operation.

Nice To Haves

• Associate’s degree in business, information systems, clinical or related field preferred. Associate’s degree can substitute for up to two (2) years of experience.

Responsibilities

• Supervises related functions and teams within the Call Center work area.
• Establishes and implements policy and procedure.
• Develops and maintains budget in conjunction with the Access Center Manager.
• Maintains detailed call volume statistics for the department.
• Ensures employee work schedule is prepared according to projected call volume requirements.
• Maintains appropriate staffing levels; performs interviews and makes hiring recommendations.
• Ensures staff receives appropriate training and orientation.
• Coaches and counsels’ staff to maximize performance.
• Facilitates after hours call prioritization and hiring.
• Troubleshoots all equipment and systems in the department and notifies appropriate party for repairs.
• Manages various personnel functions including hiring, work assignments, coaching plans, and disciplinary actions.
• Maintains flexibility in work schedule in order to meet the needs of the departments 24/7 operations.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
• Maintains compliance with all Orlando Health policies and procedures.
• Collects, distributes and archives ACD data for all applicable Orlando Health departments.
• Supervises Telecommunications Team Leaders to maintain effective team performance.
• Serves as a liaison between Telecommunications Team Leaders, Group Leaders and Telecommunications Manager.
• Oversees the maintenance of the department facilities and equipment.
• Carries pager and serves as '1st call' for the department.
• Performs other duties as directed.
• May serve on Committees and/or Projects as assigned by Telecommunications Manager

Benefits

• Career-growing FREE education programs
• Well-being services to support you and your family
• Benefits begin on day one
• Flexibility wherever possible

What This Job Offers

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