Contact Center Scheduling Supervisor leads contact center scheduling function daily activities. Responsible for contact center workforce scheduling to ensure high utilization rate and operational needs. Being a Contact Center Scheduling Supervisor coordinates with management to forecast headcount needs and develop staffing plan. Provides recommendations for improving contact center scheduling and operations. Additionally, Contact Center Scheduling Supervisor advanced analytical skills are typically required. Typically requires a bachelor's degree. Typically reports to a manager. The Contact Center Scheduling Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Contact Center Scheduling Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
Supervisor, Contact Center
- (3284067)
General Summary
Are you interested in helping Mass General advance its mission to provide best-in-class patient-centered care? Do you enjoy a fast-paced environment? Are you interested in being part of a growing team that’s working to bring new ideas to old problems? If you answered yes to any of these questions - our Supervisor position might be the right fit for you.
The Ambulatory Contact Center is looking for qualified candidates to fill a Contact Center Supervisor position. The Supervisor role is key to Mass General’s effort to improve patient access to ambulatory services and design patient-friendly systems and services. The Contact Center Supervisor provides leadership and support to front-line telephone agents and support staff to ensure that patient’s needs are met quickly, efficiently, and with a high caliber of service.
Under the general direction of the Ambulatory Contact Center Manager, the incumbent is responsible for the day-to-day operations of a service line within the Ambulatory Contact Center: specifically, the Physician Referral Service and Data Entry teams. The Supervisor is responsible for ensuring productivity and quality standards are met. The Supervisor is also responsible for building and maintaining relationships with departments across the hospital to ensure the Ambulatory Contact Center is meeting the needs of all stakeholders and customers.
Principal Duties and Responsibilities
Qualifications
Massachusetts General Hospital is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
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