Supervisor-Teleservices

Overview


Job Summary

Manages resource utilization and communication to achieve the organizational goals. Has direct supervisory accountability for all positions, employees, operations, and activities within the assigned call center; including coordination staff training, assigning and reviewing work, and evaluating performance independently or in conjunction with a higher-level supervisor/manager. Performs other duties as assigned.

Job Responsibilities

• Supervises and coordinates the day-to-day delivery of patient care/customer service.

• Supervises daily operations, activities, and personnel of the call center area.

• Participates in the goal setting process, recommends policy and procedure and assists in evaluating programs.

• Acts as a change agent, evaluating present systems and creating efficient, effective systems as necessary.

• Coordinates and maintains work schedule for all staff.

• Reviews, Edits and Approves payroll for staff.

• Maintains employee personnel files.

• Completes work orders for department.

• Places orders for all department supplies and minor equipment.

• Conducts monthly 10:10 recording reviews with all staff.

• Demonstrates the professional role model.

• Implements cost effective solutions.

Specifications

Experience Description Minimum Required Preferred/Desired 5 years customer service/call center experience with 1 year of management experience in related field. Leadership experience utilizing problem-solving methodologies. Education Description Minimum Required Preferred/Desired Associate degree or higher degree preferred. Special Skills Description Minimum Required Preferred/Desired Customer Service experience and knowledge of call center operations