CONTACT CENTER SUPERVISOR

Position Summary

The Contact Center Supervisor will oversee all day-to-day operations of the call center department under the direction of the Contact Center Manager. This position will manage the daily activities of the contact center team, assure all staff have adequate training to perform at a high level, and will perform call audits. The supervisor will support the implementation of contact center strategies to improve systems and processes to assure patients receive the best experience when accessing contact center services. The supervisor and team are central to all other services in the organization, and the supervisor must work closely with practice managers, providers and leadership to ensure service excellence is maintained and enhanced.

Nevada Health Centers is an employer of choice and offers comprehensive benefits, including but not limited to:

• Competitive compensation, with annual merit increases
• Company sponsored PPO medical plan and buy-up option, vision, and dental plans
• 403(b) retirement plan with employer match
• Generous time-off policy, and ten (10) paid holidays plus one (1) float holiday
• Company paid life/AD&D and long-term disability policies

Essential Duties and Responsibilities

• Provide exceptional customer service and patient satisfaction execution.
• Creates a positive work environment and handles grievances as necessary.
• Supports clinic and call center team members to provide excellent service.
• Interviews and hires ‘A’ talent employees in accordance with organizational procedures
• Monitors daily call queues and assures appropriate staffing levels to call volume at all times.
• Collaborate with the Chief Medical Officers (CMOs), clinical leaders and operational leaders to develop and maintain an escalation process for callers in need of more urgent support.
• Administers employee disciplinary actions as necessary after consulting with Human Resources
• Evaluates, manages and coordinates to ensure staffing is appropriate, meets budget requirements, supports efficient flow and excellent service
• Organizes and conducts staff meetings, huddles and rounding.
• Accomplishes call center human resources objectives by orienting, training, assigning, coaching, counseling, and disciplining employees; administering time and attendance systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Assures information training and operations system used in call center is consistently updated with key organizational changes and communication to ensure staff is providing accurate information and assisting in meeting the operational goals of Nevada Health Centers (NVHC).
• Works with manager to assist in determining contact center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer service standards; contributing information and analysis to organizational strategic plans and reviews.
• Works with manager to assist in developing contact center systems by developing customer interaction and voice response systems, voice networks; designing user interfaces and phone tree mapping, developing and executing user acceptance test plans; planning and controlling implementations.
• Maintains and improves contact center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system/staff audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• Assists manager in meeting contact center financial objectives by estimating requirements; analyzing variances; initiating corrective actions.
• Prepares daily, monthly and annual contact center performance reports by collecting, analyzing, and summarizing data and trends.
• Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
• Accomplishes organizational goals by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments.
• Represent NVHC to articulate mission and services provided.

Required Qualifications

• At least three years of experience in a contact center environment.
• Bachelor’s degree or equivalent experience in a healthcare setting.
• Bilingual in English/Spanish

Preferred Qualifications

• At least three years of experience working in a call center environment
• At least one-year previous management experience
• Exceptional customer service leadership skills
• Detail oriented and ability to handle multiple and shifting priorities
• Process oriented and the ability to evaluate, design and implement efficient and effective processes
• Excellent written and verbal English and Spanish communication and interpersonal skills
• Excellent ability to problem solve, deescalate and resolve conflict and perform service recovery
• Ability to work flexible hours including evenings and weekends required
• Ability to manage and prioritize multiple tasks in multi-disciplinary environment
• Creative, independent team player capable of working within an organizational structure
• Excellent data entry, oral and written communication skills. Mathematical, PC literacy, keyboard, and problem-solving skills
• Demonstrated ability to produce high quality work in a consistent manner

Equal Opportunity Statement

Nevada Health Centers will provide equal opportunity employment to all employees and applicants for employment. No person shall be discriminated against in employment because of race, color, gender, age, national origin, ancestry, religion, physical or intellectual disability, marital status, parental status, sexual orientation, gender identity and expression or any other category protected by law.

Americans with Disabilities Act (ADA) Statement

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand; walk; stoop, kneel, or crouch. The employee must regularly lift and/or move up to 20 pounds.