Supervisor Contact Center

About This Role

Supervise the daily activities of a Contact Center team at a large non-profit healthcare system, focusing on improving service levels, quality, and customer experience. This role involves training, retaining, and engaging team members while ensuring HIPAA compliance and utilizing standard contact center technology and an electronic health record system.

Responsibilities

• Supervise daily schedules, functions, and responsibilities of the Contact Center team, including administrative, technical, and auditing tasks
• Perform human resource actions such as interviews, onboarding, training, performance evaluations, coaching, reward/recognition, and managing leaves
• Design and contribute to standard processes and procedures for optimal operations, quality, and customer experience outcomes
• Monitor team member activities to ensure compliance with processes and procedures
• Identify training needs and coordinate/deliver training to improve outcomes
• Facilitate and maintain collaborative relationships within the Contact Center and with other departments to improve service, quality, and safety outcomes
• Examine data to find trends and gaps, develop and oversee action plans, and proactively engage stakeholders for performance improvement
• Communicate trends and gaps effectively to all levels, including administrators, peers, team members, and clinic operational staff
• Provide ongoing, effective, two-way feedback to promote a healthy work environment, resolve issues, and address root causes
• Address real-time customer issue escalations
• Create and sustain a healthy work environment that fosters psychological and physical safety, encouraging team members to speak up

Requirements

• Associate's degree or equivalent experience
• 4 years of experience in a contact center or related role
• Proficiency in industry-standard contact center technology (voice, email, chat, CRM, EHR)
• Proficiency with Microsoft's applications (Outlook, Teams, Word, Excel, PowerPoint)
• Ability to prioritize work in a fast-paced, high call volume, and often ambiguous environment
• Excellent critical thinking, verbal, and written communication skills
• General understanding of primary and specialty care functions, medical terminology, and common prescription names
• Skilled at developing, deploying, and monitoring standard work processes and procedures
• Ability to train, coach, and evaluate staff performance and handle difficult conversations

Qualifications

• Associate's degree or 2 years of work experience above the minimum qualification
• 4 years of experience

Skills

* Required skills

Benefits