Supervisor Service Response Center
About The Position
The Supervisor Service Response Center 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. The supervisor will monitor Key Performance Indicators (KPIs) to ensure objectives are met, 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. Additionally, the supervisor will answer inbound calls during peak periods, coach call center representatives, handle customer complaints, and help maintain 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
- Comprehensive suite of Total Rewards: benefits and well-being programs
- Competitive compensation
- Generous retirement offerings
- Programs that invest in your career development
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
