Call Center Supervisor ($35-$40/hr)

Hours: M-F 40hrs, 8am-4:30pm
Pay: $35-$40/hr

Details:
Under the general supervision of the COO, and in collaboration with Site Managers and Division Directors, the Call Center Supervisor manages incoming telephone communications to Family Health Center call center. The responsibilities of the Call Center Specialist include assisting in the training of new staff, coordination of daily job activities, booking appointments, entering patient registration information, directing incoming telephone calls, recording accurate messages, and cross covering other departments as needed at CHC locations.

Essential Duties and Major Responsibilities:

• Maintains call distribution system through coordination with IT
• Coordinates with IT to maintain accurate recorded announcements, menus and makes changes based on the day, date, or holiday/service interruptions
• Participates in taking call and keeping the flow of call throughput at maximum
• Develops and implements training, procedures, work flows, and protocols in concert with discipline leadership
• Adjusts staffing, breaks, and assignments based on call volume and monitoring of system metrics
• Compiles dashboard statistics to monitor and manage call center staff and resources; reporting dashboard to Division Directors and COO
• Ensure efficiency of work flows while maintaining customer service, patient and staff satisfaction
• Schedules acute (same day) appointments, in collaboration with the Department Managers and Nurse Managers.
• Audits calls that have occurred to provide ongoing feedback to Call Center staff.  Monitors calls to observe Specialists’ demeanor, technical accuracy, and conformity to customer service standards
• Troubleshoots and assists with difficult calls that come into the Call Center
• Demonstrates understanding and commitment of the mission & vision
• Demonstrates understanding and commitment to the established Values and Standards
• Performs other job related duties as required or assigned

Minimum Qualifications:

• High School Diploma or GED required, Associate Degree in secretarial science or equivalent preferred
• Bilingual in English//Spanish/Portuguese required
• 1-2 years minimum of call center managerial experience
• Computer skills for accurate data entry
• Knowledge of basic medical & dental terminology
• Demonstrated interpersonal relationship skills
• Demonstrated Proficiency in reading, writing, and speaking in English
• Demonstrated ability to work in a fast paced, high telephone call volume office environment
• Communicates effectively in a clear, concise, accurate manner
• Committed to customer service excellence