Call Center Contact Supervisor

Lifespan; Providence (RI); On-site; USD 50,523 - 83,345; Full time

Job summary

Brown University Health is seeking an experienced Call Center Supervisor to coordinate the daily activities of the Call Center and supervise the Contact Center Associates and Clinic Schedulers. The role focuses on implementing policies and procedures that improve efficiency and service quality while aligning with the organization's values.

Under general supervision, you will lead staffing, training, performance reviews, and workflow improvements, ensuring adherence to budget and safety

Qualifications

• High school diploma or equivalent.
• Minimum 5 years in a call/Contact Center environment.
• Supervisory experience preferred.
• Excellent communications and language skills.
• Proficient computer skills; ability to manage staff and schedules.

Responsibilities

• Interviews, hires, assigns, trains and evaluates staff.
• Provides guidance and maintains staff training program.
• Analyzes productivity, absences and performance for quality and improvement.
• Maintains procedure manuals defining responsibilities.
• Recommends and drafts policies and procedures as needed.
• Leads staff meetings and maintains records/minutes.
• Responds to and resolves internal/external customer complaints.

Skills

Call Center Experience

Supervisory Experience

Communication Skills

Computer Proficiency

Education

High School Diploma

Job description

SUMMARY

Under the general supervision of the Contact Center Manager, coordinate the activities of the Call Center and supervise the Contact Center Associates and Clinic Schedulers. Participates in the development of policies and procedures related to assigned departmental activities, including process improvements.

Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect and Excellence, as these values guide our everyday actions with patients, customers and one another.

In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done. The core Success Factors include:

• Instill Trust and Value Differences
• Patient and Community Focus and Collaborate

In addition, our leaders will demonstrate an aptitude for:

• Ensure Accountability and Build Effective Teams
• Drive Vision and Purpose and Optimize Work Processes

By applying core and leadership competencies, leaders help Brown University Health achieve its strategic goals.

RESPONSIBILITIES

• Interviews, hires, assigns, trains and evaluates staff.
• Provides guidance and enforces a continuous Contact Center Associate training program.
• Analyzes employee productivity reports, absence reports and performance for quality and performance improvement.
• Maintains a procedure manual to define the Contact Center and the Contact Center associates' responsibilities.
• Recommends and drafts new or revises policies and procedures as needed.
• Conducts periodic individual and/or group staff meetings; maintains minutes.
• Keeps all sources of information updated, orderly and accessible.
• Responds to and resolves customer (internal and external) complaints about Contact Center services.
• Monitors expenses against budget; prepares payroll; orders supplies.
• Performs duties of a Contact Center associate when necessary.
• Maintains quality assurance, safety, environmental and infection control in accordance with established hospital department policies, procedures and objectives.
• Provides a positive work environment. Provides support and positive feedback.
• Must be flexible.
• Performs other related duties as required.

MINIMUM QUALIFICATIONS

• BASIC KNOWLEDGE:Equivalent to a High School Diploma
• EXPERIENCE:Minimum 5 years of experience in a Contact/Call Center Environment. Supervisory experience PreferredExcellent communications / language skills.Computer Skill Level: Proficient SUPERVISORY RESPONSIBILITYupervises up to 30 FTEs.
• Excellent communications / language skills.
• Computer Skill Level: Proficient
• SUPERVISORY RESPONSIBILITYupervises up to 30 FTEs.

Pay Range: $50,523.20-$83,345.60

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

Location: The Miriam Hospital - 164 Summit Ave Providence, Rhode Island 02906

Work Type: 8:30am-5:00pm M-F

Work Shift: Day

Daily Hours: 8 hours

Driving Required: No