Contact Center Supervisor

Job Description

Job Description

STATEMENT OF PURPOSE: The Contact Center Supervisor (Supervisor) is responsible for direct oversight of a team of contact center agents in a world-class, high-performance contact center environment centered on the patient and family experience that contributes to the customer satisfaction and retention, exceptional quality and value, and financial health of the organization. This position requires high-quality customer service assistance when responding to inquiries pertaining to the Health System. Supervisors will provide leadership to address complex patient scheduling and registration issues, handling of calls related to patient concerns, and departmental workflow issues utilizing all available informational tools and websites. Supervisors will provide continuous feedback related to agent performance and develop learning plans, in coordination with the Quality & Training Manager, to focus on opportunities for improved customer service.

KEY RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:

• Adhere to the Privacy Act and HIPAA as it relates to the confidentiality of information released;
• Maintain up-to-date knowledge of the client policies and procedures as they apply;
• Lead, motivate, and coach team members and provide consistent and constructive feedback to team members;
• Train, develop or identify representatives’ training and resource needs;
• Consistently monitor the quality and quantity of work performed by the department and the individuals within the lead’s team;
• Use specialized knowledge of guidelines and regulations to provide guidance and advice to contact center representatives and customers;
• Ensure department and related organization activities are in compliance;
• Plan, develop and administer departmental procedures, policies and standards, ensure organization policies and procedures are communicated and practiced;
• Assists with developing appropriate measures or standards for performance and uses these to monitor, evaluate and continuously improve department service and work performance;
• Participate in interviews to identify quality candidates;
• Excel in all functions performed by Contact Center Representatives;
• Performs other duties as assigned by Manager;
• Direct oversight of contact center agents and their responsibilities includes but is not limited to:
  • Randomly listen in on calls;
  • Establish communication with agent;
  • Resource for questions, issues, or concerns;
  • Inform manager of performance issues or needs;
  • Assist with agent training;
  • Assist with assistive technology needs and issues;
  • Initial performance review of agents and applicable documentation;
  • Research inquiries and correct mistakes;
  • Approve time off requests and payroll;
  • Provide disciplinary action as needed;
  • Any other duties deemed necessary by Supervisor.

CORE COMPETENCIES:

• Customer Focus - strives to create the most value for the customer that results in mutual long-term success. Demonstrates dedication to meet or exceed the expectations and requirements of customers.
• Managing Vision & Purpose - leads effectively by translating the organization’s vision, mission and strategic objectives into challenging but attainable goals.
• Managing Team Members - fosters the development of a common vision for performance; provides clear direction and priorities; clarifies roles and responsibilities.
• Developing Team Members - demonstrates a commitment to helping others build knowledge and key skills that support achieving goals and build the overall capability of the organization to be successful.
• Teamwork - builds constructive and effective relationships with colleagues at all levels. Advises and collaborates with others to develop a stronger team and enhance team spirit. Sees teams as a vehicle for achieving organizational objectives.
• Integrity & Trust - acts in accordance with the highest standards of ethical conduct and behavior. 
• Problem Solving - employs analytic abilities and other tools to creatively resolve problems in a variety of contexts.
• Safety - demonstrates a commitment to the overall safety of the workplace environment and to promoting a safety culture.
• Work Environment - This position operates in a professional and high paced contact center environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines. 

QUALIFICATIONS:

• Associate’s degree and/or equivalent experience commensurate with that in a business setting or a related field required,
• Two years’ experience working in a contact center or service environment required, 
• Three years of Health Care experience preferred,
• Ability to effectively work within established contractual turnaround times,
• Detail oriented, as well as ability to manage multiple tasks with follow-up skills,
• Advanced proficiency with MS Office applications,
• Ability to work well under pressure making sound decisions quickly in a fluid, fast business environment,
• Must have demonstrated excellent interpersonal and communication skills and the ability to organize simultaneous tasks,
• Commitment to our mission of providing opportunities for people who are visually impaired, blind, deaf-blind, or blind with additional disabilities is essential,
• May be subject to other duties as assigned by management.

ADDITIONAL REQUIREMENTS:

• Must have a smart phone to download and use an authentication application to gain access to the client data platform. 
• The training will consist of in-house training onsite. 
• After the training period remote work may be offered two times per week. 
• All team members will be required to attend scheduled in-house trainings sessions, coaching, and performance sessions.

Employee Benefits

BENEFIT PACKAGE UP TO AN ADDITIONAL 25% OF SALARY INCLUDING:

• 10 days paid vacation
• 12 paid holidays
• 6 sick days accrued over the year
• Insurance Eligibility the 1st of the month after 30 days of employment
  • Medical, dental, and vision insurance offered
• Short/long term disability
• Life insurance 2x salary
• Employee recognition events
• Company matched 401(k) plan
• Reasonably priced delicious food options on site (except at Glenview location)

The Chicago Lighthouse for People Who Are Blind or Visually Impaired is an Equal Opportunity Employer in full compliance with local, state, and federal Civil Rights & Affirmative Action laws. The Chicago Lighthouse for People Who Are Blind or Visually Impaired maintains a strong policy of accommodation and a consistent practice of employing qualified individuals with disabilities. All applicants will be afforded equal employment opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, sexual orientation, military status, order of protection status or unfavorable discharge from military service.