Supervisor, Customer Contact Center
$79,600–$113,800 year
On-siteWeymouth, Massachusetts, United States
Job Summary
Oversee daily call center operations by scheduling staff for 24/7 coverage, managing PTO, and leading operational huddles to direct Customer Service Representatives on call handling and escalation. Resolve escalated problems from physicians, patients, and clients while monitoring call flow to maintain departmental standards. Collaborate with trainers on software, hardware, and policy updates, and perform system redundancy checks to ensure downtime schedules and client information remain accurate. Maintain on-call coverage on a rotating schedule and prepare reviews to modify employee schedules. Represent the team as a positive role model by motivating staff to exceed potential.
Required Qualifications
- Personal transportation for local travel between SSHS sites
- Participate in varying schedules as assigned
- Participate in emergency and on-call coverage as assigned
- Strong communications skills including the ability to build relationships and effectively communicate with project teams and key clinical stakeholders, including business services, nurses and physicians
- Flexible team player with strong project management and organizational skills with ability to establish and achieve goals and maintain timelines
- Monday - Friday Day Shift; with flexibility to support a 24/7 department
Desired Qualifications
- Possess a willingness and ability to learn and utilize new technology and procedures that continue to develop in their role and throughout the organization
- Embraces technological advances that allow us to communicate information effectively and efficiently based on role
- Is recognized as a positive role model, participates in motivating and enhancing moral of the team by inspiring and motivating team members to surpass potential
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