Manages resource utilization and communication to achieve the organizational goals. Has direct supervisory accountability for all positions, employees, operations, and activities within the assigned call center; including coordination staff training, assigning and reviewing work, and evaluating performance independently or in conjunction with a higher-level supervisor/manager. Performs other duties as assigned.
Job Responsibilities
Supervises and coordinates the day-to-day delivery of patient care/customer service.
Supervises daily operations, activities, and personnel of the call center area.
Participates in the goal setting process, recommends policy and procedure and assists in evaluating programs.
Acts as a change agent, evaluating present systems and creating efficient, effective systems as necessary.
Coordinates and maintains work schedule for all staff.
Reviews, Edits and Approves payroll for staff.
Maintains employee personnel files.
Completes work orders for department.
Places orders for all department supplies and minor equipment.
Conducts monthly 10:10 recording reviews with all staff.
Demonstrates the professional role model.
Implements cost effective solutions.
Specifications
Experience
Description
Minimum Required
Preferred/Desired
5 years customer service/call center experience with 1 year of management experience in related field. Leadership experience utilizing problem-solving methodologies.
Education
Description
Minimum Required
Preferred/Desired
Associate degree or higher degree preferred.
Special Skills
Description
Minimum Required
Preferred/Desired
Customer Service experience and knowledge of call center operations