Inbound Contact Center Supervisor supervises inbound contact center agents and operations focusing on selling products or services. Monitors metrics and targets for service volume, sales, and timeliness. Being an Inbound Contact Center Supervisor responds to escalated calls with remedies or solutions. Implements sales and product training to update staff on product and service offerings, customer response standards, scripts, operational policies, and procedures. Additionally, Inbound Contact Center Supervisor prepares staff work schedules to ensure coverage and coordinate training. May require a bachelor's degree. Typically reports to a manager or head of a unit/department. The Inbound Contact Center 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 an Inbound Contact Center 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)
Stamford Health, a well-established, award-winning Healthcare System with multiple locations in CT has an opportunity for Contact Center Agents.
As a new Certified Great Place to Work organization, Stamford Health understands what it takes to attract talent in order to improve our workforce and support our mission, to that end we offer:
Potential for 1-3 days remote after successful completion of Probationary Period.
JOB SUMMARY:
Under General Supervision, the Contact Center Agent will provide centralized answering services for all calls directed to the specialty practices located within the Medical Office Building (MOB. This position will act as the first “welcome” for the caller on behalf of the MOB physician practices and perform duties such as scheduling appointments and fielding patient inquires, concerns, and requests.
The Contact Center Agent will instill loyalty by anticipating patient needs, displaying genuine interest, and providing accurate and efficient service to all patient and customer callers. As appropriate, the position will elicit patient information and inquiries and follow established protocols to schedule patient appointments for specialized services. He/she will ensure that patient needs are met and promote the optimum Patient Experience. The Contact Center Agent will establish and maintain effective relationships with patients and their families via active listening, empathy, rapport, courtesy, and professionalism.
MAJOR ACCOUNTABILITIES/CRITICAL RESPONSIBILITIES:
QUALIFICATIONS/REQUIREMENTS:
Education and Experience
Competencies and Qualities
*We are committed to building an inclusive workplace that values diversity and inclusion and reflects the diversity of the community and patients we serve.
Job Type: Full-time
Benefits:
Experience level:
Weekly day range:
Work setting:
Ability to Relocate:
Work Location: Hybrid remote in Stamford, CT
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