Outbound Contact Center Supervisor supervises employees who place telephone calls or other interactions to potential customers. Monitors and evaluates interactions and workflow to ensure that performance standards and the volume target are met. Being an Outbound Contact Center Supervisor is responsible for the daily activity of contact center policies and procedures including meeting contact center operational standards, maintaining employee service levels, improving quality service, preparing reports, keeping equipment operating, maintaining professional and technical knowledge, and accomplishing organizational goals. May require a bachelor's degree. Additionally, Outbound Contact Center Supervisor typically reports to manager or head of a unit/department. Working team member that may validate or coordinate the work of others on a support team. Suggests improvements to process, is a knowledge resource for other team members. Has no authority for staff actions. Generally has a minimum of 2 years experience as an individual contributor. Thorough knowledge of the team processes. (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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