IT Contact Center Supervisor | 24/7 Scheduling & Service

South Shore Health System; Weymouth (MA); On-site; USD 80,000 - 114,000; Full time

Job summary

South Shore Health System in Weymouth, MA is seeking a Supervisor for the IT Customer Contact Center to oversee daily operations in a call center environment. The role focuses on coordinating scheduling, supervising Coordinators and CSRs, and ensuring high-quality service delivery across physicians, staff and answering service clients.

You will manage on-call rotations, respond to escalations, and work with IT Support Services leadership to implement changes, training, and new procedures.

Qualifications

• Strong communications skills including the ability to build relationships with project teams and clinical stakeholders.
• Flexible team player with strong project management and organizational skills.

Responsibilities

• 24/7 staff scheduling.
• Collaborates with Coordinators to ensure operational efficiencies of the Customer Contact Center staff.
• Coordinates with Trainer on changes to software, hardware, policies and customer service skills.
• Responds to and resolves escalated problems or complaints from physicians, patients, staff and answering service clients.
• Maintains accurate schedules and on-call status for staff; approves time off.
• Monitors call flow and makes real-time adjustments to maintain standards.
• Performs downtime and redundancy checks and supports day-to-day operations.
• Participates in learning and adopts new technologies and procedures.
• Acts as a positive role model to motivate the team.
• Participates in on-call coverage on rotating schedule.
• Performs other duties as assigned.
• Travel between SSHS sites as needed.

Skills

Staff scheduling

Call center operations

Communication skills

Project management

Job description

South Shore Health System in Weymouth, MA is seeking a Supervisor for the IT Customer Contact Center to oversee daily operations in a call center environment. The role focuses on coordinating scheduling, supervising Coordinators and CSRs, and ensuring high-quality service delivery across physicians, staff and answering service clients.

You will manage on-call rotations, respond to escalations, and work with IT Support Services leadership to implement changes, training, and new procedures.