Contact Center Supervisor

Lovelace Health System, Inc.; Albuquerque (NM); Remote; USD 45,000 - 65,000; Full time

Job summary

Lovelace Health System, Inc. is seeking a remote day-shift, full-time Central Scheduling Contact Center Supervisor to lead the Contact Center team. You will supervise daily operations, coach schedulers, and strive to deliver exceptional patient experience while meeting organizational goals.

The role emphasizes a positive work environment, performance coaching, and adherence to QA and efficiency metrics to continuously improve service levels in a remote setting.

Qualifications

• Experience in customer service, preferably in a call center environment.
• Leadership experience in fast-paced settings.
• Excellent communication and problem-solving abilities.
• Ability to work independently in a structured, high-pressure environment.
• Advanced computer skills and proficiency with scheduling systems.

Responsibilities

• Supervise and coordinate daily operations of the Contact Center to meet patient expectations and organizational objectives.
• Foster a positive and supportive work environment.
• Coach schedulers to ensure world-class patient experience as measured by QA audits and AHT metrics.
• Improve patient wait times by reducing attendance and tardy occurrences and ensuring proper offline time is adhered to.
• Build strong relationships with direct reports and cross-functional colleagues.

Skills

Customer Service

Leadership

Communication

Analytical thinking

Problem solving

Independent work

Education

High School Diploma or equivalent

2+ years post-High School education

Job description

Overview

Join our team as a remote day-shift, full-time, Central Scheduling Contact Center Supervisor.

Why Join Us?

Thrive in a People-First Environment and Make Healthcare Better

• Thrive: We empower our team with career growth opportunities, tuition assistance, and resources that support your wellness, education, and financial well-being.
• People-First: We prioritize your well-being with paid time off, comprehensive health benefits, and a supportive, inclusive culture where you are valued and cared for.
• Make Healthcare Better: We use advanced technology to support our team and enhance patient care.

Get to Know Your Team:

• Ardent Health is a leading provider of healthcare in growing mid-sized urban communities across the U.S. With a focus on people and investments in innovative services and technologies, Ardent is passionate about making healthcare better and easier to access. Through its subsidiaries, Ardent delivers care through a system of 30 acute care hospitals, 24,000+ team members and more than 280 sites of care with over 1,800 affiliated providers across six states.

Responsibilities

• The Supervisor, Contact Center, supervises and coordinates the daily operations and activities of the Contact Center to meet and exceed patient expectations and organizational objectives.
• Drives and encourages a positive and supportive work environment.
• Coaches and develops Schedulers to ensure world-class patient experience as measured by Quality Assurance (QA) audits, Average Handle Time (AHT), and Error Rate. Improves patient wait time through reduction in Attendance and tardy occurrences, schedule adherence, and ensuring proper offline (Aux) time is adhered to.
• Builds strong and positive relationships with direct reports, colleagues, and support staff.
• The Supervisor may also be required to execute formal performance management up to and including termination recommendations.

Qualifications

Job Requirements:

• High School Diploma or equivalent.
• 3+ years of extensive Customer Service experience, in a call center environment preferred, or one (1) to three (3) years of leadership experience in a fast-paced environment.
• Exceptional communication, analytical, problem-solving, multitasking, and decision-making abilities.
• Ability to work independently.
• Ability to work in a structured, high-pressure, changing, and challenging environment.
• Advanced computer skills.

Preferred Job Requirements:

• 2+ years post High School education.