Manages a team of front line clerical supervisors in a 24-hour call center operation. Ensures highest level of telephone service w/ highly trained staff. Monitors quality of service & trends. Resolves escalated & complex issues. Ensures compliance w/ applicable regulations & standards (e.g., DOC & NCQA). Makes staffing adjustments to meet the service level needs of the Call Center.
Essential Functions:
- Manages, hires, trains, & coaches staff to attain the highest degree of customer satisfaction.
- Maintains high productivity & monitors this on a continual basis through state of the art technology.
- Ensures all trunk lines are operational & service levels are cost effective by measuring service while remaining within budget guidelines.
- Ensures operations performance w/ the most cost effective use of labor for allocation.
- Responds to changes by making adjustments in force to support service level in a dynamic environment by monitoring calls waiting & queue lengths.
- Reviews reports to spot trends in call volumes & service levels to make required staffing adjustments.
- Resolves complex or escalated issues for the Clerical Supervisor.
- Collaborates w/ Call Center management team to develop strategic plan to achieve call center goals & objectives.
- Coordinates & directs the daily shift operations w/ other senior supervisors.
- Coordinates w/ physicians & department managers regarding scheduling & facility operations issues.
Qualifications:
Basic Qualifications:
- Minimum four (4) years of supervisory experience in a call center environment.
- Staffing & scheduling experience required.
- Medical office/ambulatory experience preferred.
- Bachelors degree, or equivalent experience preferably in business or health administration.
- Knowledge of bargaining unit agreements preferred.
- Knowledge of PC & related software required.
- Must be able to work in a Labor/Management Partnership environment.
External hires must pass a background check/drug screen.
We are proud to be an equal opportunity/affirmative action employer.