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)
Remote Call Center Supervisor - AdventHealth Medical Group Call Center
All the benefits and perks you need for you and your family:
Our promise to you:
Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.
Shift: Monday - Friday, Day Shift
Location: Remote position (only local applicants will be considered; 100% local training and ongoing local staff meetings required)
The role you’ll contribute: The Call Center Supervisor is responsible for the day-to-day operational success of their assigned pod. The pods are responsible for handling all scheduling phone calls for a multi-practice group of specialty physicians. The supervisor is responsible to provide support, including compliance, auditing, and ensuring cost-effective, high-quality customer service for all patients/callers. Responsible for meeting customer service targets as well as planning areas of improvement or development. Works to create an environment of efficient operations in cooperation with the appropriate support systems to provide timely and accurate information as needed. Determines call center/pod operational strategies by conducting needs assessments, performance reviews and capacity planning. The supervisor will contribute information and analysis to aid in organizational strategic plans. Will be super-user in EHR system and Five9 telephony system. Responsible for ensuring the consistent and appropriate interpretation, evaluation and application of policies and procedures.
Call center supervisor will ensure that calls are answered by staff according to established key performance indicators and in an appropriate manner. Monitors and reports daily and weekly reports to provide training opportunities for agents. Provides ongoing education to agents on customer service techniques. Promotes and develops effective and efficient communication in order to promote a positive work environment and optimal operational workflow.Monitors and reports productivity, quality and customer service. Promotes and develops effective and efficient communication in order to promote a positive work environment and optimal operational workflow.
The value you’ll bring to the team:
The expertise and experiences you’ll need to succeed:
Minimum qualifications:
Preferred qualifications:
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