Call Center Supervisor

externallincarecareers; Clearwater (FL); On-site; USD 55,000 - 90,000; Full time

Job summary

externallincarecareers is seeking an Inside Sales Supervisor to lead the Sales Specialists and Team Leads in customer servicing. You will drive call center quality and productivity, oversee workload, and guide the team through ongoing operational initiatives.

Responsibilities include training, performance coaching, and ensuring accurate order entry and billing details while maintaining professional interaction with customers.

Qualifications

• Must be detail-oriented with excellent organizational skills.
• Ability to communicate independently and verbally, with strong writing and speaking skills.
• Ability to work in an office environment with computer usage ~75% of the time.
• 4-6 years of customer service or call center experience.
• 1-2 years of inside phone sales experience; supervisor experience preferred.

Responsibilities

• Provides leadership and guidance to Sales Specialists and assist with management and direction of their sales teams.
• Oversees agent workload and ensures patient management program is efficient and maximized for business performance.
• Focuses on achieving call center quality and productivity goals.
• Implement and monitor initiatives to enhance team performance and center operations.
• Oversees training of new Specialists and provides refresher training as needed.
• Pre-qualification procedures, order entry for shipping, documentation, and determining charges and deductibles.

Skills

Independent work

Detail oriented

Verbal communication

Written communication

Office computer use

Clear speech

Call center experience

Inside sales experience

Supervisor experience preferred

Education

High School Diploma or GED

Bachelor's degree preferred

Job description

The Inside Sales Supervisor provides leadership for the Sales Specialists and Team Leads in matters relating to the servicing of customers, achieves call center and individual quality and productivity goals in accordance with established objectives, and manages individual projects and contributes to other operational initiatives outside of team responsibilities.

• Provides guidance and leadership skills to Sales Specialists and assist with management and direction of their sales teams
• Key contributor in overseeing agent workload and ensuring patient management program is efficient and maximized for business performance
• Focuses and maintains performance efforts of the team on current business goals
• Works to ensure that the team of Specialists is conducting their responsibilities in a professional and courteous manner
• Serves as a knowledgeable and productive part of the managerial team
• Implements and monitors new initiatives to enhance the performance of the team and the center as a whole
• Oversees training of new Specialists assigned to the team and provides refresher training as needed
• Identifies opportunities for efficiency improvements
• Completes other operational initiatives (outside of team responsibilities)
• Participates in the Vital Few yearly initiatives
• Pre-qualification procedures, order entry for shipping, proper documentation, accuracy of notes, as well as determining charges, co-pays, and deductibles for products ordered

• Ability to work independently
• Must be detail-oriented with excellent organizational skills
• Ability to communicate independently and verbally with personable and effective writing and speaking skills
• Ability to work in a normal office environment utilizing a computer approximately 75% of the time
• Ability to speak clearly and distinctly
• High School Graduate (GED) required
• Bachelor's Degree preferred
• 4-6 years of customer service and/or call center experience
• 1-2 years of inside phone sales experience
  • supervisor position preferred
• Inbound/outbound call blending call center experience in a multi-site environment
• Proven leadership skills in coaching, developing, and training call center personnel
• Demonstrated history of meeting performance objectives
• Excellent verbal communication skills are a must
• Health care experience preferred