IT Contact Center Supervisor – 24/7 Operations

South Shore Health System; South Weymouth (MA); On-site; USD 75,000 - 105,000; Full time

Job summary

South Shore Health System is seeking an IT Customer Contact Center Supervisor to lead a 24/7 call center team, ensuring efficient operations and accurate reporting. The role requires coordinating scheduling, addressing escalations, and guiding CCC Coordinators and Customer Service Representatives in call handling and policy adherence.

You will collaborate with IT on software/hardware changes, new support services, and training to continually improve service delivery while supporting staff

Qualifications

• Strong communications skills including the ability to build relationships with project teams and key stakeholders.
• Solid project management and organizational abilities are required.
• Experience coordinating 24/7 schedules and staffing for call centers is a plus.

Responsibilities

• 24/7 staff scheduling and rotation management.
• Collaborate with Coordinators and Trainers on software/hardware changes and new services.
• Respond to escalated issues from physicians, patients, staff, and clients with effective resolutions.
• Ensure accurate scheduling and on-call coverage in alignment with physician and staff needs.
• Monitor call flow and maintain departmental standards with real-time adjustments.
• Perform downtime and redundancy tasks to safeguard operations.
• Lead by example to motivate the team and foster positive morale.
• Participate in on-call and schedule-related duties as assigned.

Skills

Strong communications

Project management

Organizational skills

Job description

South Shore Health System is seeking an IT Customer Contact Center Supervisor to lead a 24/7 call center team, ensuring efficient operations and accurate reporting. The role requires coordinating scheduling, addressing escalations, and guiding CCC Coordinators and Customer Service Representatives in call handling and policy adherence.

You will collaborate with IT on software/hardware changes, new support services, and training to continually improve service delivery while supporting staff