Contact Center Supervisor

Brigham and Women's Hospital, Inc.; Westwood (MA); Hybrid; USD 58,000 - 85,000; Full time

Job summary

Brigham and Women's Hospital, Inc. in Massachusetts is seeking a Customer Service Supervisor to manage daily operations of a contact center team handling inbound and outbound interactions.

Responsibilities include hiring, training, coaching, performance management, and monitoring SLAs and KPIs. The role collaborates with training and QA to optimize operations. Hybrid work location at 100 Brigham Way.

Qualifications

• Bachelor's Degree preferred; experience may substitute for degree.

Responsibilities

• Manage and supervise a team of customer service representatives in a contact center environment.
• Monitor and evaluate team performance to ensure adherence to SLAs, quality standards, and KPIs.
• Provide guidance, coaching, and feedback through regular performance reviews to improve skills.
• Foster a positive, collaborative, customer-centric team environment.
• Oversee inbound and outbound interactions, ensuring efficiency and protocol compliance.
• Collaborate with training, workforce management, and QA to optimize operations.

Skills

Contact center operations

Communication skills

Analytical skills

Leadership

CRM proficiency

Education

Bachelor's degree preferred

Tools

CRM systems

Workforce management software

Call routing systems

Quality monitoring platforms

Job description

Site: The Brigham and Women's Hospital, Inc.Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.Job SummarySummaryResponsible for managing and overseeing the daily operations of a team of customer service representatives handling inbound and outbound customer interactions.Essential Functions:-Manage and supervise a team of customer service representatives in a contact center environment, including hiring, training, coaching, and performance management.-Monitor and evaluate team performance to ensure adherence to established service level agreements (SLAs), quality standards, and key performance indicators (KPIs).-Provide guidance, support, and feedback to team members, conducting regular coaching sessions and performance reviews to enhance their skills and drive continuous improvement.-Foster a positive and collaborative team environment, promoting teamwork, engagement, and a customer-centric mindset.-Monitor and manage inbound and outbound customer interactions to ensure efficiency, accuracy, and adherence to established protocols and procedures.-Collaborate with other departments, such as training, workforce management, and quality assurance, to optimize contact center operations and enhance overall performance.QualificationsEducationBachelor's Degree preferredCan this role accept experience in lieu of a degree?YesExperience2-3 years experience in a supervisory or leadership role in a contact center or customer service environment requiredKnowledge, Skills and Abilities- Strong knowledge of contact center operations, including inbound and outbound call handling, email and chat support, and customer relationship management (CRM) systems.- Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and stakeholders at all levels.- Strong analytical and problem-solving abilities, with the capacity to analyze data, identify trends, and make data-driven decisions.- Proficient in using contact center technology and tools, such as workforce management software, call routing systems, and quality monitoring platforms.- Demonstrated ability to lead and motivate a team, fostering a positive work environment and driving employee engagement.Additional Job Details (if applicable)Remote TypeHybridWork Location100 Brigham WayScheduled Weekly Hours40Employee TypeRegularWork ShiftDay (United States of America)Pay Range$58,136.00 - $84,656.00/AnnualGrade6At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.EEO Statement:2200 The Brigham and Women's Hospital, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.Mass General Brigham Competency FrameworkAt Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.