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Healthcare Call Center Supervisor - Contract (12929)

DataMasters Greensboro ,NC
  • Expired: over a month ago. Applications are no longer accepted.
Job Description


Contract opportunity with local healthcare provider. Schedule is 7am-4pm, Monday-Friday. Healthcare call center leadership experience highly preferred.

Duties:

The Call Center Supervisor is the immediate supervisor for the Call Center, who serve as the COVID-19 employee screening center. The Supervisor will provide oversee scheduling, providing guidance, management and development opportunities for the call center representatives. The supervisor will guide the team in quickly assessing employee needs and utilizing system resources to accurately and efficiently provide direction or resolution to the employee and/or engage appropriate escalation resources for assistance. The supervisor will assist the representatives in concern resolution and escalation of concerns to the appropriate resource. The supervisor will be responsible for monitoring employee performance through the use of metrics and observation and utilize data to proactively assist in identifying areas of opportunity.

Skills:

- Supervises the call center representatives including sourcing resources, scheduling, providing supervisory support, recognition and performance management.
- Supports a high volume of inbound employee calls with a demonstrated commitment to delivering exceptional customer service and problem resolution.
- Supports the team in providing service recovery as needed.
- Applies documented procedures, policies, and practices to accurately research and respond to calls received.
- Utilizes sound judgment to make appropriate determinations on resolutions needed and escalates as appropriate.
- Utilizes tools and resources to monitor employee performance, center volumes and opportunities for process improvement.
- Builds relationships with key stakeholders. Works with others to identify opportunities for collaboration.

Required:
- Bachelor's Degree.
- Three years experience in a call center environment with one year in a leadership capacity.
- Ability to multi-task and prioritize
- Ability to remain calm and composed in stressful situations (ie: fast paced environment, meeting deadlines/work quotas, etc.)
- Ability to communicate effectively through both oral and written formats.
- Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
- Ability to supervise and develop team members.
- Highly collaborative; with ability to professionally interact with all levels of the organization.

Preferred:
- Experience with Salesforce

 

Company Description
DataMasters is a professional services firm specializing in the recruitment of top level talent for our clients and customers. Our niche typically lies within the expertise of Information Technology professionals.

Founded in 1971, DataMasters is certified as a woman-owned business by the State of North Carolina Department of the Administrative Office for Historically Underutilized Businesses and is self-certified by the U.S. Small Business Administration.

We are a member in good standing of the NPAWorldwide and TechServe Alliance (TSA), all of which provide invaluable resources for industry compliance standards and IT talent. DataMasters is also a founding member of the NC Technology Association (NCTech).

DataMasters

DataMasters is a professional services firm specializing in the recruitment of top level talent for our clients and customers. Our niche typically lies within the expertise of Information Technology professionals. Founded in 1971, DataMasters is certified as a woman-owned business by the State of North Carolina Department of the Administrative Office for Historically Underutilized Businesses and is self-certified by the U.S. Small Business Administration. We are a member in good standing of the NPAWorldwide and TechServe Alliance (TSA), all of which provide invaluable resources for industry compliance standards and IT talent. DataMasters is also a founding member of the NC Technology Association (NCTech).

Address

Greensboro, NC
USA

Website