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Call Center Supervisor (Bilingual)

New York Psychotherapy and Counseling Center
New York, NY
  • Expired: June 26, 2022. Applications are no longer accepted.

Job Description The Call Center Supervisor provides direct supervision of competent support services which ensures employees resolve issues and improve client satisfaction. Oversees all Call Center Receptionists. Responsibilities: Manage a team of 10-15 Call Center Receptionists to ensure effective internal/external telephone communications that maintain a professional image reflective of NYPCC’s mission Interview, hire, and manage the onboarding training for all new Call Center Receptionists Provide ongoing training and guidance to Call Center Receptionists in their duties and responsibilities Responsible for quality assurance of the Call Center operations and workflow processes Leads the coordination and management of Daily/Weekly tasks assignments for all Frontline Call Center Receptionists Conduct all forms of performance appraisals and evaluations to assess employee engagement and expectations Responsible for providing adequate staffing resources and coverage for NYPCC’s Call Center Serve as back management to assist with call center operations and staffing resources to ensure operational efficiency Handle all escalating calls with the goal to maintain client satisfaction Ensure all verbal and written external communications with the organization are responded to in a timely manner Follow and enforce all New York State HIPAA guidelines Gather and analyze statistics related to call center activities and report on trends to determine potential causes and develops recommendations for process enhancements. Demonstrate experience working and collaborating with cross functional interdisciplinary teams Meet regularly with Program Administrator and Director of Support Services to discuss call center operations Meet regularly with Client Relations Manager to identify and implement process improvement strategies to achieve an optimum client satisfaction experience Perform other duties as assigned by Senior Management and Leadership

New York Psychotherapy and Counseling Center

Address

New York, NY
USA

Industry

Business

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