Contact Center Supervisor

Texas Oncology; Dallas (TX); Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

401(k) with match

Tuition reimbursement

Wellness program

Job summary

Texas Oncology is seeking a Supervisor, Patient Contact Center to lead a team delivering high-quality customer service for the Gulf Region of Texas. This full-time remote role requires residing in Texas with a Monday–Friday schedule, 8:00 a.m.

to 5:00 p.m., and offers coaching, training, and performance management. You will supervise a team of contact center representatives, monitor performance, drive continuous improvement, and collaborate with other departments to resolve complex patient

Qualifications

• High school diploma or equivalent; management pref.
• Two years supervisory experience in a fast-paced contact/call center.
• Experience with an EMR system and healthcare operations.
• Proficiency in Office and contact center software.

Responsibilities

• Supervise and manage a team of contact center representatives in providing high-quality customer service to clients.
• Monitor and evaluate team performance, identify areas for improvement, and provide coaching and training as necessary.
• Ensure that the team meets established goals and objectives for customer satisfaction, call volume, and quality of service.
• Maintain accurate records and documentation of team performance and progress.
• Coordinate with other departments and team members to resolve complex customer issues and ensure timely resolution.
• Maintain a positive and professional work environment for the team, including fostering open communication, providing support and guidance, and promoting team building activities.
• Ensure compliance with all company policies and procedures, as well as applicable regulations and laws.
• Perform other duties as assigned by the Contact Center Manager

Skills

Leadership

Customer service

Coaching

Communication

Data analysis

Time management

Problem solving

Adaptability

Teamwork

Collaboration

Education

High school diploma

Associates degree

Tools

Microsoft Office

EMR system

CRM software

Workforce management software

Contact center software

Job description

Overview

Texas Oncology is looking for a Supervisor, Patient Contact Center to join our team! This full time remote position will support the Gulf Region of Texas and must reside in the state of Texas. Typical work week is Monday through Friday, 8:00a - 5:00p.

Texas Oncology has 175+ sites across the state of Texas and southeastern Oklahoma. Our founders pioneered community-based cancer care because they believed in making the best available cancer care accessible to all communities, allowing people to fight cancer at home with the critical support of family and friends nearby. Our mission is still the same today—at Texas Oncology, we use leading-edge technology and research to deliver high-quality, high-touch, evidence-based cancer care to help our patients achieve “More breakthroughs. More victories.” ® in their fight against cancer.

Why work for us?

One reason to join our team is because we offer our employees a competitive benefits package that includes Medical, Dental, Vision, Life Insurance, Short-term and Long-term disability coverage, a 401-k plan that comes with a company match, a Wellness program that rewards you just for tracking your steps, and lots of other great perks such as Tuition Reimbursement, an Employee Assistance program and discounts on some of your favorite retailers.

What does the Supervisor, Patient Contact Center do?

The Contact Center Supervisor is responsible for managing and supervising a team of contact center representatives in providing high-quality customer service to clients. This includes monitoring and evaluating the team's performance, providing coaching and training, and ensuring that the team meets established goals and objectives. The ideal candidate will have previous experience in a similar role and experience working with virtual team members. An excellent Contact Center Supervisor must have customer service and supervisory experience. In addition to possessing great communication skills and be able to lead and motivate.

Responsibilities

• Supervise and manage a team of contact center representatives in providing high-quality customer service to clients
• Monitor and evaluate team performance, identify areas for improvement, and provide coaching and training as necessary
• Ensure that the team meets established goals and objectives for customer satisfaction, call volume, and quality of service
• Maintain accurate records and documentation of team performance and progress
• Coordinate with other departments and team members to resolve complex customer issues and ensure timely resolution
• Maintain a positive and professional work environment for the team, including fostering open communication, providing support and guidance, and promoting team building activities
• Ensure compliance with all company policies and procedures, as well as applicable regulations and laws
• Perform other duties as assigned by the Contact Center Manager

Qualifications

MINIMUM REQUIREMENTS

• High school diploma or equivalent, especially in management, is preferred.
• Two years of supervisory experience in a fast-paced contact/call center environment.

Experience with an Electronic Medical Record (EMR) system; healthcare operations and regulations.

• Proficiency in Microsoft Office and contact center software.
• Associates degree or above in a related field preferred.
• Experience working with virtual team members preferred.
• Previous healthcare experience and familiarity with medical terminology preferred.

Knowledge, Skills, & Abilities

Strong leadership skills to inspire and motivate the team to achieve their goals. Also create a positive and supportive work environment and provide clear direction and guidance.

Be able to communicate effectively with their team, other departments, and customers thru active listening and providing constructive feedback to the team.

Strong understanding of customer service principles and be able to provide guidance and support to their team to ensure high-quality customer service delivery.

Strong analytical skills to analyze data and metrics related to team performance, identify areas for improvement, and develop strategies to improve team performance.

Excellent time management skills to ensure that their team meets established goals and objectives within deadlines.

Strong problem-solving skills to resolve complex customer issues and identify root causes of problems and develop solutions to prevent them from happening again.

Proficient in contact center software, including call center management systems, customer relationship management (CRM) software, and workforce management software.

Provide effective coaching and training to their team to help them improve their performance, increase their productivity and enhance their skills.

Ablity to adapt to changes and be flexible in their work hours and work environment, including working remotely and managing virtual teams.

Being a team player who can work collaboratively with other departments and team members to achieve common goals and objectives.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be offered to enable individuals with disabilities to perform the essential functions. Work may require sitting for long periods of time; also stooping, bending, and stretching for files and supplies. Occasionally lifting files or paper weighing up to 30 pounds. Requires manual dexterity sufficient to operate a keyboard, calculator, telephone, copier, and other office equipment. Vision must be correctable to 20/20 and hearing must be in the normal range for telephone contacts. It is necessary to view and type on computer screens for prolonged periods of time.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations will be offered to enable individuals with disabilities to perform the essential functions. Work is performed in an office environment. Involves frequent interaction with staff, patients, and the public.