The Call Center Supervisor will work along the Call Center team in answering and routing a high volume of calls to appropriate recipients while also performing a wide range of clerical duties, special projects, and assisting the manager with leading the Call Center team.
ESSENTIAL JOB FUNCTIONS:
Perform all duties of Call Center Agents
Comprehend directions from department heads and provide accurate daily direction, communication, and instructions to the Call Center team
Meet personal/team qualitative and quantitative targets
Assist in identifying operational issues, department needs and recommending process improvements
Monitor queue and track inbound call logs. Keep manager and staff aware of inbound calls, calls waiting, and abandonment rate
Responsible for meeting call center metrics including but not limited to call abandonment rate, average speed of answers
Responsible for monitoring, analyzing, and reporting on call data
Prepares agendas and facilitates department meetings
Responsible for investigating and responding to patient questions and complaints in timely manner
Handle escalated calls
Being available to assist staff with difficult calls
Responsible for working with IT on problems with devices. Configure and maintain call distribution system.
Circulate the room periodically every day to listen to conversations and provide instructions
Maintain a current understanding of clinic operations and procedures
Monitor staff quality and performance and provide feedback and coaching as appropriate
Assist manager in project completion
Perform quality assurance check to ensure compliance to regulatory requirements
In charge of keeping track and ordering office supplies
Responsible for training new staff
Conduct frequent quality assurance audits of department, report to manager results
Participate/represents department in meetings
Ensure performance standards, department goals, policies, and procedures are being met and adhered to. Communicate any clinic operation changes back to team
Assist management in forecasting volume of calls and review staffing levels
Provides guidance, mentorship, and motivation to Call Center team through positive communication and feedback
Responsible for carrying out supervisory/managerial responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing and hiring of employees; planning, assigning, scheduling, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
Performs other job duties as required by manager/supervisor
NEMS is proud to be an Equal Opportunity Employer welcoming diversity in our workforce. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
NEMS BENEFITS: Competitive benefits, including free medical, dental and vision insurance for employee, spouse and/or children; and company contribution to 401(k).
