Day-Shift Contact Center Supervisor: Scheduling Lead

Lovelace Health System; Westwood (NJ); On-site; USD 50,000 - 65,000; Full time

Job summary

Lovelace Health System in Westwood, NJ, is seeking a day-shift, full-time Central Scheduling Contact Center Supervisor to lead the daily operations and ensure outstanding patient service.

You will coach schedulers, drive a positive work environment, and partner with teams to optimize scheduling, QA metrics, and timeliness. This role emphasizes leadership in a fast-paced healthcare setting.

Qualifications

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

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 QA audits, AHT, and Error Rate.
• Improves patient wait time through reduction in Attendance and tardy occurrences, schedule adherence, ensuring proper off-line (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.

Skills

Communication skills

Analytical thinking

Problem-solving

Multitasking

Decision-making

Independent worker

Education

High School Diploma or equivalent

2+ years of High School education

Tools

Computer skills

Job description

Lovelace Health System in Westwood, NJ, is seeking a day-shift, full-time Central Scheduling Contact Center Supervisor to lead the daily operations and ensure outstanding patient service.

You will coach schedulers, drive a positive work environment, and partner with teams to optimize scheduling, QA metrics, and timeliness. This role emphasizes leadership in a fast-paced healthcare setting.