Contact Center Scheduling Supervisor jobs in Fresno, CA

Central Valley Regional Center (CVRC) is a non-profit corporation, funded by the State of California to provide services to persons with developmental disabilities. At CVRC, our mission is to help individuals with intellectual and developmental disabilities, and children at risk, to reach their goals. With offices in Merced, Fresno, and Visalia, we support over 27,000 individuals with developmental disabilities in the Central Valley, including Mariposa, Madera, Fresno, Tulare, Merced, and Kings counties. We accomplish this by coordinating resources and collaborating with other agencies to develop the best services for Clients and families, valuing diversity, respecting individual rights and choices, and committing to excellence, honesty, and cost effectiveness in service delivery.

BENEFITS INCLUDE:

Non-Exempt Full Time

Starting Pay: $28.77– $34.36/hr.

POSITION OVERVIEW

The Intake Scheduling Supervisor manages the day-to-day operations of the Intake Call Center across all three CVRC offices in Merced, Fresno, and Visalia. The Intake Call Center receives all incoming calls from Individuals and their families who are seeking to be served by CVRC and have not yet been deemed eligible for services. This position monitors the effectiveness of the department’s processes and takes measures to increase productivity, decrease wait time, and ensure a smooth and pleasant experience for Individuals, their families, and internal customers. 

ESSENTIAL FUNCTIONS

• Oversees and manages day-to-day operations of the intake call center, including monitoring call volume, agent performance, and customer service metrics.
• Creates and reviews primary schedule template for scheduling staff to utilize, as well as monitors existing templates and maintains daily schedules for resources.
• Develops and implements call center policies, procedures, and standards to improve efficiencies and streamline processes.
• Acts as liaison for the administrator in training and education for current and new call center scheduling, and other clinical staff.
• Collaborates and acts as a liaison to administrator with staff, individuals served and their families, other departments, and outside service providers.
• Handles escalated customer inquiries or complaints in a timely and professional manner, ensuring excellent customer satisfaction.
• Monitors department statistics and intervenes as needed. 
• Contributes to peer review initiatives.
• Supports effective and efficient business practice.
• Maintains positive business relationships, confidentiality, good attendance, punctuality, and acts in accordance with all company policies and procedures.
• This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

SUPERVISORY RESPONSIBILITIES

• Oversees the effective operation of the Intake Scheduling departments across all 3 office locations, in Merced, Fresno, and Visalia.
• Directly supervises Intake Schedulers in all 3 offices. 
• Responsible for the supervision of employee time and the timely review and approval of employee timecards. 
• Directly involved in hiring, performance management, and termination decisions for direct reports.

 MINIMUM QUALIFICATIONS

• Bachelor’s Degree in Business Administration or related field, plus 2 years’ professional experience in a call center environment and at least 1 year of prior supervisory experience – OR – Associate’s Degree or 2 years of college-level education in Business Administration or related field, plus 4 years’ experience in a call center environment and at least 2 years of prior supervisory experience.
• Must be bilingual in English and Spanish.
• Proven ability to establish and maintain efficient workflows.
• Skilled in developing training materials and coordinating with various departments to enhance communication and efficiency.
• Must have excellent oral and written communication skills, including strong spelling and grammar.
• Must be able to effectively interact with callers from diverse backgrounds.
• Knowledgeable of office methods, procedures, practices, and ability to operate standard office equipment.
• Proficient in the use of various computer applications, including Microsoft Office applications, Outlook, and scheduling software.
• Excellent organizational and time management skills with the ability to handle multiple tasks and priorities simultaneously while maintaining deadlines.
• Must have a valid CA driver’s license, reliable vehicle, and vehicle insurance.

PREFERRED QUALIFICATIONS

• Experience in change implementation
• Experience with project management or facilitation

TRAVEL REQUIREMENTS

• Must be able to travel between CVRC’s 3 office locations in Merced, Fresno, and Visalia as required. 

WORKING CONDITIONS  

Professional office environment. Noise level in the office is low to moderate depending on area. Individual workspace assigned and varies from open cubicle to private office. 

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Manual dexterity for typing on a computer keyboard. Specific vision abilities including close vision, distance vision, depth perception, and ability to adjust focus required to view computer monitor, read numbers and printed material. Mobility sufficient to reach, lift and transport files and other work material to work areas. Sitting for extended periods of time.