Supervisor Service Response Center

American Addiction Centers•Winston-Salem, NC

3d•$25 - $38•Hybrid

About The Position

The Supervisor Service Response Center, within the Non Enterprise Corporate - Switchboard department, is responsible for supervising call center staff to achieve the objectives of the Service Response Center, ensuring 24/7 coverage and accountability. This role involves assisting with hiring, coaching, reviewing, and scheduling staff, as well as monitoring Key Performance Indicators (KPIs) to ensure objectives are met. The supervisor will also assist with financial objectives, including budget development, and conduct phone audits as part of the Quality Assurance program. They will provide real-time and scheduled feedback to teammates, assist with new staff orientation and training, and train all staff on new processes. During peak periods or when available, the supervisor will answer inbound calls to help meet KPIs and support teammates. They will coach and lead call center representatives, handle customer complaints professionally, and assist the Manager in maintaining good relationships with Health System departments. Personal development through continuing education and department activities is also expected.

Requirements

Bachelor's degree in Business, Psychology or other related field. Extensive experience will be considered in lieu of a degree.
Minimum of 2 year's management experience preferred
Experience in training adults preferred
Customer service experience preferred
Excellent oral and written communication skills
Strong interpersonal and active listening skills
Good organizational skills and attention to detail
Competency with Microsoft Word and Excel
Demonstrated computer skills
Exceptional customer skills are a must
Clear and calm telephone-speaking voice

Responsibilities

Supervises call center staff to accomplish the objectives of the Service Response Center including coverage and accountability 24/7.
Assists with the hiring, coaching, reviewing and scheduling of staff.
Monitors Key Performance Indicators to ensure that metrics meet objectives.
Assists with achieving financial objectives of the Call Center, including the development of the operating and capital equipment budgets as requested.
Performs and documents phone audits as part of the Quality Assurance program.
Provides feedback to teammates in real-time as needed and on a scheduled quarterly basis.
Assists Manager and Lead with new staff orientation and training.
Assists with training all staff on new processes.
Answers a variety of inbound call center calls during peak periods and at other times as available to help meet Key Performance Indicators and to assist teammates.
Coaches and leads call center reps as they provide support to customers.
Handles callers' complaints in a professional manner and seeks to provide resolutions.
Assists Manager with maintaining good relationships with Health System departments that are supported by the Service Response Center.
Participates in regularly scheduled meetings with key departments.
Demonstrates responsibility for personal development by participating in continuing education offerings and department / hospital activities.

Benefits

Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
Premium pay such as shift, on call, and more based on a teammate's job
Incentive pay for select positions
Opportunity for annual increases based on performance
Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program