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)
Location: MetroHealth Old Brooklyn Campus
Biweekly Hours: 80.00
Shift: 8:00a - 4:30p
The MetroHealth System is redefining health care by going beyond medical treatment to improve the foundations of community health and well-being: affordable housing, a cleaner environment, economic opportunity and access to fresh food, convenient transportation, legal help and other services. The system strives to become as good at preventing disease as it is at treating it. Founded in 1837, Cuyahoga County’s safety-net health system operates four hospitals, four emergency departments and more than 20 health centers.
Summary:
Required: High School Diploma or passage of a high school equivalency exam. Four (4) years switchboard/PBX experience on a large institution switchboard. Familiarity with digital and automated computerized console equipment. Proficiency with personal computers including the ability to use online systems and Office Applications (Word, Excel, Access, and PowerPoint) Excellent written, verbal, and interpersonal communication skills Ability to interact with all levels of employees. Self-starter able to handle multiple tasks with minimal Supervision Strong organizational skills Previous customer service experience.
Preferred: Experience as a Lead Switchboard/PBX Operator, Telecommunications Supervisor or similarly position in a hospital environment. Previous experience in large enterprise environments that include multiple site locations including work on Nortel PBX and key telephone systems Ability to use online service ticketing and station management systems (ie HEAT, Quantum, and Second Nature)
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