Contact Center Supervisor

Position Summary The Contact Center Supervisor is responsible for driving results within the Patient Registering and Scheduling call center. The role involves supervising the team, processes and scripts to produce the most efficient, effective and highest possible results. This includes effective coaching, development, reporting and performance management that will yield week-over-week improvements. The supervisor must be comfortable working in a fast paced environment with weekly and monthly KPI targets. Position is onsite in our Northbrook, Illinois corporate office. Position Details Location: Northbrook, IL Schedule: Full-Time (Monday-Friday), flexibility to cover up to 1 Saturday per month Work schedule: 8:30am-5pm (3 days per week), 6:30am-3pm (1 day per week), 11am-7:30pm (1 day per week) Compensation: $24-$26 per hour based on experience and qualifications. Essential Functions Provide daily direction and communication to employees to ensure calls are answered in a timely, efficient, professional, and knowledgeable manner. Coach employees to reach desired sales goals and targets while navigating pivots, objections and rebuttals. Monitor employee performance to assure all goals are achieved. Take corrective action and counsel employees on performance, attendance and other areas for improvement. Develop and maintain performance and sales reports. Continuously review scripts and communications, developing enhancements and improvements. Partner with senior leadership to develop contests and employee recognition programs to spur healthy competition and a positive service atmosphere. Handle and resolve escalated patient calls and inquiries. Lead by example and fill in for callers when needed. Interpret call center reports on abandon rates, inbound and outbound call volume, and overall call volume. Derive staffing and coverage needs based on overall call volume. Adjust staffing levels to handle projected call levels. Coach, mentor and train call center analysts. Implement metrics and KPI's designed to benchmark call center performance. Translate the correlation between outbound call volume and business performance. Qualifications High School Diploma or equivalent required. Fluent in Spanish preferred. 2+ Years of contact center supervisory or lead experience. Demonstrated experience handling escalated callers, service issues, and employee conflicts. Schedule flexibility & ability to work 1 Saturday per month. Benefits Health insurance (medical, dental, vision). Retirement plan. Paid time off (PTO) (vacation, sick). #J-18808-Ljbffr